Platform
The AI Knows When to Call a Human
Smart escalation hands complex, sensitive, or high-value conversations to your team at exactly the right moment — with the full conversation history attached.
Smart escalation is the logic that determines when an AI concierge should hand a conversation to human staff — based on sentiment, complexity, request type, or explicit guest preference — and routes it to the right department with complete context.
Escalation that protects the guest experience
- Negative sentiment triggers an immediate handoff
- Complex or ambiguous requests route to a human
- VIP and high-value guests can be prioritized
- Guests can always request a person — and get one fast
- Staff receive the full conversation, not a cold start
Routed to the right place
Department routing
Maintenance, housekeeping, or front desk — automatically.
Full context
Staff see the entire conversation and guest profile.
Priority rules
Configure who gets escalations and in what order.
Audit trail
Every handoff is logged for quality and accountability.
Frequently Asked Questions
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