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Chat AI is designed for questions about the stay, the hotel, and travel-related topics. It should provide helpful answers without inventing hotel-specific information. It distinguishes between general travel-related knowledge, information from the knowledge base, and requests that are outside the hotel or travel context.

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When the information is in the knowledge base

If matching information is available in the knowledge base or connected sources, Chat AI uses that information as the basis for its answer. Example Guest: “Is parking available at the hotel?” Chat AI: “Yes, covered parking is available directly at the hotel. It costs €10 per night and can be used depending on availability.” The answer is based on information that was provided for the hotel.

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When hotel-specific information is missing

As soon as a question asks for a concrete statement about your hotel, Chat AI relies on the information provided by the hotel. If that information is missing, Chat AI should not guess or invent an answer. Examples Guest: “Are there chairs in the hotel restaurant?” Chat AI: “Unfortunately, I do not have any information about that in the available sources.” Guest: “Are there stairs in the hotel?” Chat AI: “Unfortunately, I could not find any information about that in the available sources.” Even if the answer may seem obvious to a person, Chat AI must not guess when the question is hotel-specific. If guests should reliably receive this information, it needs to be added to the knowledge base.

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General knowledge in a travel context

Some questions are not directly about the hotel, but still fit the travel or local context. Example Guest: “Is Oberstdorf close to the Alps?” Chat AI: “Yes, Oberstdorf is close to the Alps.” Chat AI can usually answer this kind of general geographic question because it fits the travel context and does not make a specific claim about your hotel. Simple general-knowledge questions may also be answered: Guest: “If I let go of a stone, will it fall to the ground?” Chat AI: “Yes, a stone will normally fall to the ground.” This is general world knowledge. However, it is not the main purpose of Chat AI.

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Off-topic requests

Some tasks could technically be answered by a language model, but they have nothing to do with travel, the stay, or hotel service. Example Guest: “Create a recipe for dinner tonight with rice and vegetables.” Even though a language model could write a recipe, this is not the task of the hotel chatbot. Chat AI should stay within the travel and hotel context.

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Difference to Phone AI

Phone AI is stricter because phone conversations need to be short, clear, and free of speculation. Phone AI only uses the stored knowledge sources and the current conversation context. If no matching information is available, Phone AI says that it does not have that information.

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Rule of thumb

Everything guests should reliably learn about your hotel should be stored in the knowledge base. The more clearly the information is provided, the more reliably Chat AI can answer.