1. Understanding the AI’s Knowledge Sources
Gain an understanding of the AI's knowledge sources. The AI derives its knowledge from three key elements: policies, listing information, and guest memories. Policies are foundational to this process.
2. Defining and Managing Policies
Begin with policies. These guidelines instruct the AI on handling various procedures such as check-in and check-out, cancellations, refunds, house rules, fees, deposits, damage claims, and other specific operational processes. Policies are the AI’s primary reference point.
3. Ensuring Policy Clarity and Coverage
Ensure that your policies are clear and comprehensive. The clarity and detail of your policies directly influence the accuracy and consistency of the AI. When a guest inquiry matches a policy, the AI will adhere to it precisely. Listing information is the next focus.
4. Utilizing Listing Information Effectively
Utilize your listing information. This encompasses crucial areas such as calendar availability, minimum stay requirements, floor level, check-in and check-out times, maximum guest capacity, amenities, active service issues, and public information for owners, guests, and the AI.
In addition to listing details, use the FAQ section for each property to address common guest questions. This helps clarify frequent topics such as check-in procedures, Wi-Fi access, parking, and amenities. Ensuring that listing instructions are complete, accurate, and aligned with policies reduces confusion and improves the AI’s response quality.
5. Maintaining Accurate and Up-to-Date Listings
The AI depends heavily on listing data for operational queries involving directions, amenities, access codes, or appliance usage. Missing or outdated listing details can lead to incomplete or incorrect responses. Regularly updating this information is essential. Lastly, focus on guest memories.
6. Leveraging Guest Memories for Personalization
Leverage guest memories, which include accumulated data such as guest preferences, reported issues, and important notes. These memories allow the AI to personalize responses, avoid redundant questions, recall past requests, and follow up on unresolved issues. For example, if a guest previously mentioned an anniversary, the AI can acknowledge it in future interactions, as permitted by your policies.
7. Applying Knowledge Sources to Improve AI Performance
Comprehending these knowledge sources equips you to troubleshoot incorrect responses, enhance answer accuracy, tailor guest interactions, and maintain consistency across all properties. In most cases, inaccurate or incomplete AI responses signal the need for policy updates or revisions to listing information.
