Next Gen Customer Hotel Service

We are building an AI Butler for a hotel company which helps in different use cases the customer to book, solve their problems or reach out to the correct staff member for theier needs.

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Inspiration

When I was at a hotel I always questioned myself what could we do currently at this time. You always have to look at many different sites to see everything which was available. So the Idea was born if AI couldn't help me out with that problem.

What it does

The Agent does a lot of different things like room booking, Self Check-In Service, Experience Booking or reach out to the Concierge via Slack for immediatly help. Nevertheless we couldn't do everything we imagined because of the short time line.

How we built it

So for features we used : 1.Knowledge + Agentforce Data Library to ground knowledge of hotel information, rooms etc. 2.Topics and Instructions + Flow actions for specific types of services. Using autolaunched flow + agent actions 3.Experience Cloud Public Site page + Embedded Messaging +. Messaging Channel + Omni Channel inbound routing flow 4.Slack integration for in room special requests 5.Custom Objects to have all the informations needed for the Agent

Challenges we ran into

For sure time was an issue but otherwise everything went pretty smooth. Some time took the Agent adjustments with their instructions but that's more like fine tuning.

Accomplishments that we're proud of

We are proud of that we have an awesome Agent which helps on different topics which is related to have a nice experience for the guest during his stay. Also the Slack integration was a nice learning because we have never done this before.

What we learned

How to integrate Slack with Agentforce and how to setup Data models for Data Cloud.

What's next for Next Gen Customer Hotel Service

We would have loved to also integrate Data Cloud further to use all the informations around the guest (like preferences on experiences or food, accessibilty or allergies and everything else you maybe could image would be good to know) to use this further for another stay in another hotel in our chain. That's the biggest advantage you would have out of data cloud.

Built With

  • agentforce
  • custom-objects
  • experience-site
  • knowledge-base
  • omni-channel
  • salesforce
  • slack
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