Not all guest messages are equal
A question about check-in time and a complaint about a noisy room don't deserve the same handling. Routine, factual questions are ideal candidates for AI-assisted responses. Anything with emotional weight — complaints, special requests, unusual situations — should route to a person, fast.
Building for that distinction from day one
This is one of the core design principles behind our Hospitality Platform: guest messaging automation isn't about replacing staff, it's about clearing the routine volume so staff have time for the interactions that actually need a human.