In the modern hospitality industry, automation plays a critical role in ensuring responsive, accurate, and consistent guest communication. One such innovation is the AI Voice Assistant, a smart tool designed to interact with guests based on predefined booking data, property information, and frequently asked questions.

This article outlines the core functionalities of the AI assistant, the triggers for each action, and the conditions under which these automated responses and services are delivered.

Overview of AI Voice Assistant

The AI Voice Assistant acts as a virtual front desk that communicates with guests via chat or voice, responding based on the data provided. This data includes:

• Booking Information

• Property Details

• FAQs

The assistant also has access to a variety of powerful backend functions that can be triggered by guest interactions. These include:

• Work Order Creation

• Sending Check-in Instructions

• Sending Confirmation

• Sending Payment Receipt

• Sending Payment Link

• Sending Door Codes

• Early Check-in Offer

• Late Check-out Offer

• Extend Stay Offer

• Search Link Provider

• Generate New Door Codes

Functionality Details

1. Work Order Creation (WO Creation)

Purpose:
Handles service, maintenance, or amenity issues reported by the guest by creating a work order and notifying the support team.

Triggers Include:

• No water, hot water issues

• AC, power, or heating failures

• Internet/TV issues

• Appliance malfunctions

• Door/window/lock issues

• Request for extra items (e.g., towels, linens)

• Lost item recovery after checkout

Conditions:

• Guest not on ban list

• No similar active WO for the property

• Reservation is current or within 7 days post-checkout

2. Send Check-in Instructions

Purpose:
Delivers access details, including door code, address, Wi-Fi, and entry steps.

Triggers Include:

• “I didn’t get my check-in instructions.”

• “How do I check in?”

• “What’s the Wi-Fi password?”

Conditions:

• Verified local phone number

• Payment collected or pending (based on method/platform)

• ID verification not needed or verified

• Reservation not canceled

• Within 24 hours of check-in and before check-out

3. Send Confirmation

Purpose:
Confirms current booking status and details.

Triggers Include:

• “Can you confirm my reservation?”

• “Is my booking scheduled?”

• “Did you receive my update?”

Conditions:

• Reservation is active

• Guest not on ban list

• ID verification not required or already verified

4. Send Payment Receipt

Purpose:
Provides an itemized invoice with a full payment breakdown.

Triggers Include:

• “I need my invoice.”

• “Can you send me a receipt?”

• “Show me the taxes and fees.”

Conditions:

• Guest not on ban list

• Payments made via Stripe or SquareUp

• Not applicable for Airbnb, FlipKey, Virtual Cards, or some Booking.com scenarios

• Marina/owner reservations are excluded

5. Send Payment Link

Purpose:
Shares a secure payment link for balances, deposits, or add-ons.

Triggers Include:

• “How can I pay?”

• “When is my payment due?”

• “Send me a payment link.”

Conditions:

• Guest not on ban list

• Verified local phone number

• If required, the 3D Secured request is triggered

6. Send Door Codes

Purpose:
Resends already issued door codes and access instructions.

Triggers Include:

• “I lost my door code.”

• “Resend the instructions.”

• “I didn’t get my code.”

Conditions:

• Check-in instructions were previously sent

• Guest verified, payment status valid

• Reservation is active and not canceled

Note: This function is not used for generating new codes—only for resending existing ones.

7. Early Check-in Offer

Purpose:
Evaluates and offers early check-in based on PMS status and readiness.

Trigger:

• The guest asks to check in early.

Logic:

• If the unit is ready and it's the check-in day, free or paid early check-in may be offered.

• If unavailable, standard check-in guidance is given.

8. Late Check-out Offer

Purpose:
Assesses eligibility for late check-out and sends offers accordingly.

Trigger:

• “Can I check out later?”

Logic:

• Checks back-to-back reservations and unit availability.

• May offer paid extension or notify guest of unavailability.

9. Extend Stay Offer

Purpose:
Handles requests to stay additional nights beyond the original booking.

Triggers Include:

• “Can I stay an extra night?”

• “I want to extend until Sunday.”

Logic:

• Checks availability in PMS.

• Confirms extension or suggests alternatives.

10. Search Link Provider

Purpose:
Assists guests looking to make new bookings for future dates.

Triggers Include:

• “Do you have anything available in Miami from July 5 to 10?”

• “Looking to book next weekend.”

Logic:

• Extracts city and dates.

• Returns a link to available listings or offers alternative dates.

11. Generate Door Codes

Purpose:
Generates a new door code when the existing one is invalid, expired, or compromised.

Triggers Include:

• “I need a new PIN.”

• “Someone else may know my code.”

• “The code expired.”

Note: Do not use for resending existing codes.

Additional Operator Tools

The AI interface includes advanced controls to assist human operators as needed:

• “Data Sent to AI” – Shows all data shared with the AI for transparency.

• Export Thread – Downloads the full guest conversation as an Excel file.

• Show Backend Logs – Displays logs of function calls and bot activity.

• Share Thread – Copies a shareable link to the guest conversation.

• Check Zendesk Calls – Fetches and displays transcripts from guest-operator calls if available.

Conclusion

The AI Voice Assistant serves as a powerful front-line support tool that automates and enhances guest interactions in real time. With a robust set of functions and logic-driven conditions, it ensures seamless communication, timely responses, and operational efficiency for property managers and support teams alike.

By understanding the capabilities and limits of each function, hospitality teams can maximize the effectiveness of their AI assistant while maintaining a personalized guest experience.