AI / HOSPITALITY
RWS Editorial · 5 min readWhat a hotel AI concierge should actually do
It's not enough to answer general questions. It must know when to help, when to lead to a booking, and when to hand over the conversation to a human.
What matters
- Use only approved information for rooms, amenities, and policies.
- Support the main guest languages without hallucinating answers.
- Measure how many requests lead to a booking flow or human contact.
The right KPI isn't how many conversations were held, but how many useful actions guests completed.
