Hotels

Hospitality Provider? Here's your all-in-one solution!

Use this template to quickly deploy a virtual assistant that can handle bookings and reservations, rewards and package inquiries, and even escalate to a live agent over chat.

To use this template, simply choose it from the templates page when you create a new agent. You can then make changes to customize it based on your business needs.

Flow Overview

Collection and Classification of User Intent

This template includes flows for the following topics: Hotel Bookings, Rewards Programs, Transport Services, Hotel Packages, Dining Enquiries, Hotel Amenity Inquiries, and Live Agent Routing.

The flow starts with a check of working hours using a Conditions node. By default, working hours are set to between Monday to Friday, 8 am to 8:30 pm.

Next using a Collect Input node, the user is asked what they need help with. This then leads to a Classification node.

The Classification node classifies user intent into one of the seven categories mentioned above, these are set up as subflows in order for you to easily edit the individual flows to fit your business needs.

Flow Explanation

Hotel Booking

This flow begins with the Virtual Assistant (VA) asking the user whether they want to make a new booking, deal with an existing booking or if they simply have questions regarding bookings.

The Existing Bookings flow first asks the user if they want more information on their existing booking, or if they want to update or cancel their booking before verifying them.

Verification Flow: This flow verifies users using their order number and preferred phone number. This request is then verified using a SalesForce Action Node. If the response from SalesForce states that a booking ID exists, the user is then marked as verified, else the flow escalates to a live agent using the Live Agent Routing Node.

Once verified, depending on the user's previous response, the flow splits into three:-

• If the user wants more information on their booking, the VA checks SalesForce for the booking status and relays it to the user.

• For updating bookings, the VA first confirms all the booking details with the user then asks the user if they want to update the number of guests or arrival/departure dates. Once this information is ascertained the VA logs the request into SalesForce and provides a confirmation message to the user.

• To Cancel bookings, the VA confirms with the user if they want to cancel their booking, if the answer is affirmative, a request is lodged into SalesForce and the VA provides a confirmation of cancellation to the user. If the user decides not to cancel, the VA confirms that the booking was not cancelled and moves on to ask the user if they require help with anything else.

To make a New booking, the VA collects information regarding the user's preferred arrival date, departure date and number of guests before checking for availability and logging the request using a SalesForce Action Node.

The Booking FAQ flow handles queries regarding Rewards Discounts, Discount eligibility, and Gift Card Use. These are currently prebuilt with verbiage that you can easily swap out as per your business needs.

Rewards Program

This flow contains the following topics: Creating a new rewards account, Updating Personal data, Rewards points balance and Rewards FAQ.

Creating a new account entails the collection of the user's full name, email, preferred phone number and date of birth. This information is then logged using SalesForce.

The Updating Personal data flow requires verification before the user is able to either update their phone number or email. this request is then logged using SalesForce.

Personal Data Verification Flow: This flow verifies the user using their email and phone number. This request is then verified using a SalesForce Action Node. If the response from SalesForce states that this user exists within the database, the user is then marked as verified, else the flow escalates to a live agent using the Live Agent Routing Node.

Rewards points balance also requires verification before the VA does a lookup using SalesForce and reads out the rewards points to the user.

The Rewards FAQ flow answers pre-filled verbiage on questions regarding earning and redeeming points as well as logistics and support.

Transport Services

This flow has two main subtopics: Airport Transfers and Cab Rentals.

The Airport Transfers Flow allows for a few further options: Make a New booking, Manage an existing booking and Transfer FAQs.

• Making a new booking involves the collection of the date to be picked up, airport name, and flight number from the user. This is then logged into SalesForce.

• Managing an existing booking requires user verification before the user is able to either update or cancel their booking.

• Updating a booking allows the user to change either the pick-up or drop-off booking, followed by a confirmation of the airport name and flight number, this is then logged using SalesForce.

• To cancel a booking, the VA confirms with the user if they want to cancel their booking, if the answer is affirmative, a request is lodged into SalesForce and the VA provides a confirmation of cancellation to the user. If the user decides not to cancel, the VA confirms that the booking was not cancelled and moves on to ask the user if they require help with anything else.

• Transfer FAQs include prefilled answers to questions regarding bookings and payments, details and logistics and safety and security.

Transport Order Verification: This flow verifies users using their order number and preferred phone number. This request is then verified using a SalesForce Action Node. If the response from SalesForce states that a booking ID exists, the user is then marked as verified, else the flow escalates to a live agent using the Live Agent Routing Node.

The Cab Rentals Flow has the same subtopics as the Airport Transfers flow except different booking information is collected from the user - Make a New booking, Manage an existing booking and Transfer FAQs.

• Making a new booking involves the collection of the date to be picked up, pick-up time, and destination from the user. Additionally, the user can also schedule a return to the hotel. This is then logged into SalesForce.

• Managing an existing booking requires user verification before the user is able to either update or cancel their booking.

• Updating a booking allows the user to add a change using free text, followed by a confirmation, this is logged using SalesForce.

• To cancel a booking, the VA confirms with the user if they want to cancel their booking, if the answer is affirmative, a request is lodged into SalesForce and the VA provides a confirmation of cancellation to the user. If the user decides not to cancel, the VA confirms that the booking was not cancelled and moves on to ask the user if they require help with anything else.

• Transfer FAQs include prefilled answers to questions regarding bookings and payments, details and logistics and safety.

Hotel Packages

This flow has 2 subtopics that have further classifications: Personal Packages and Corporate Deals.

Personal Packages can further be categorized into Hotel and Flight Deals, Hotel and tourism deals and Personal Packages FAQs.

• Hotel and Flight Deals and Hotel and tourism deals involve the collection of arriving airport, destination of travel, travel dates, number of guests, number of children and differently-abled people before the request is logged into SalesForce and a few package options are presented back to the user. The user can then choose from either one of the packages or repeat the search.

• Personal Package FAQs include prefilled answers to questions regarding seasonal deals, last-minute deals and package deals.

Corporate Packages can be categorized into Hotel and Flight Deals, Hotel and Event Hosting and Corporate Package FAQs.

• Hotel and Flight Deals involves the collection of arriving airport, the destination of travel, travel dates, number of guests, and number of differently-abled people before the request is logged into SalesForce and a few package options are presented back to the user. the user can then choose from either one of the packages or repeat the search.

• Hotel and Event Hosting flow allows users to choose from the type of event (Conference, Seminar, or Team get-togethers), amount of guests (the flow is set not to accept more than 250 people), arriving and departing dates, room reservations and catering requirements before logging a request into SalesForce and relaying the available packages to the user.

• Corporate Package FAQs include prefilled answers to questions regarding logistics and bookings, discounts and deals and events.

Hotel Amenities

This flow is divided into two based on whether the user is asking about an existing booking.

For Existing Bookings, the user is first verified (using the order number and preferred phone number) before the VA retrieves the amenity booking. The user then has the ability to either update (reservation date or amenity type) or cancel the reservation, similar to previously detailed flows.

For users without existing booking, the VA provides information on the hotel's various amenities including its swimming pool, fitness centre and spa before allowing the user to make a reservation. To make a reservation the user must select an amenity and date before a request is logged on SalesForce.

Dining Enquiries

This flow is divided into two based on whether the user is asking about an existing booking.

For Existing Bookings, the user is first verified (using the order number and preferred phone number) before the VA retrieves the restaurant booking. The user then has the ability to either update (reservation date, time or number of guests), cancel the reservation, or send a note to the restaurant. All of these requests are logged into SalesForce.

For users without existing an booking, the VA provides more information on the available restaurants, the ability to make a booking and a few prefilled FAQs.

• The Restaurants List provides a list of three restaurants and allows the user to make a reservation if they require.

• If the user chooses to make a new reservation, the VA then collects the preferred date, time, number of guests (currently set to up to 10 guests) and any special requests (that can also be added as voice notes in addition to free text). The reservation is then confirmed with the user before logging a request into SalesForce.

• The FAQs answer questions relating to the menu, payment and pricing, booking and logistics.

Live Agent Routing

Users can also choose to speak to a live agent from the main menu. This is accomplished using the Live Agent Routing Node.