Monday morning, team meeting. The question is on the table: What do our guests actually want to know? Lisa from the front desk team guesses parking, Tom from the F&B team says breakfast times. Both are a little bit right. Nobody is really sure.
Yet the answer is already there, in every chat and every call the hotel's AI handles. The DialogShift AI analysis shows at a glance what guests ask and what the AI doesn't know yet.
Key takeaways
- The DialogShift AI analysis automatically evaluates all conversations from Chat AI and Phone AI.
- A word cloud shows what guests talk about, and the more often a topic comes up, the larger it appears.
- Questions the AI could not answer appear as knowledge gaps and can be closed right away with an FAQ, a URL or a PDF.
- A call is analyzed about 15 minutes after it ends, a chat about an hour after the guest's last message.
- Fifteen minutes a week is enough to close the open knowledge gaps.
What is the DialogShift AI analysis?
The AI analysis is a DialogShift feature that automatically evaluates all guest conversations with Chat AI and Phone AI. It shows what guests talk about in chat and on the phone and flags the moments where the AI was missing information. This way, hotels see what their guests want to know and how well their AI is prepared for it.
What do guests really ask?
The AI analysis shows the topics of all conversations as a word cloud. The more often guests bring up a topic, the larger it appears. Whether it's parking, check-in, breakfast or the spa, you immediately see what's on your guests' minds before and during their stay. You can then align your website, pre-arrival information and team accordingly.
The gut feeling from the Monday meeting now comes with real numbers from real conversations.
How do you know what your AI is still missing?
The AI analysis shows every question your AI could not answer as a knowledge gap. It also detects contradictory answers. So you no longer need to read random conversations to find out where your AI needs fine-tuning.
You add missing knowledge right from the analysis with an FAQ, a URL or a PDF. The AI then answers similar open questions on its own. Week by week, your AI gets better.
Why is the AI no longer a black box?
Every number in the AI analysis leads to the conversations behind it with one click. You can read what the guest asked and what the AI answered. Management and the team always know what the AI says on behalf of the hotel and can trust it with their guests.
Does the knowledge base need to be perfect at launch?
No. With the AI analysis, you go live with the most important information. The AI shows you what's still missing based on real guest questions. Your knowledge base grows with the questions guests actually ask, and fifteen minutes a week is enough to close the open gaps.
And the Monday meeting? It now takes five minutes. Lisa and Tom know what guests ask and have more time for the guests at the front desk.
Less routine. More hospitality.
Frequently asked questions
Which channels does the AI analysis cover?
The AI analysis covers conversations from Chat AI, meaning website chat and messengers, and calls handled by Phone AI. Chat and phone can be viewed together or separately. You can see Phone AI in everyday hotel operations in the example of Phone AI TRIXI at the TRIHOTEL Rostock.
Does the AI analysis work in multiple languages?
Yes. Guests write or speak in their own language. The analysis always appears in the hotel's default language.
How up to date is the AI analysis?
A call is analyzed about 15 minutes after it ends, a chat about an hour after the guest's last message. Every number in the analysis then leads to the conversations behind it with one click.
How do you close a knowledge gap in your AI?
You add missing knowledge right from the AI analysis with an FAQ, a URL or a PDF. The AI then answers similar open questions on its own. Fifteen minutes a week is enough to close the open gaps.
Sounds interesting, or do you have any questions?
