Connecting a hotel concierge assistant to live information

Project Overview

Butlermax needed to answer recurring questions from hotel guests and staff. Information about rooms, restaurants, tours, and services was held in an existing management platform maintained by another vendor.

We worked with that vendor to connect the assistant to the relevant APIs. The assistant identifies the topic of a question, retrieves the corresponding information, and prepares a response in the user's language. Questions that need staff attention follow an escalation route with the conversation context.

Retrieving information from the source systems reduces dependence on a separately maintained FAQ. The delivery also involved testing the integration against representative questions. The chatbot engagement led to further platform work alongside the existing vendor.