Diagram Walkthrough

Click and zoom in and scroll around the diagram to see how the different agents and components of Occamise come together to create a seamless automated guest communications solution.

• Hotel Assistance with the Main Service Agent

  At the centre of the solution is the Hostel Assistance agent (depicted in purple in middle), which acts as the primary support for guests. Accessible through various channels, this agent can provide instant responses, assist with common requests, and transfer conversations to human staff when needed. Guests might access this agent via a personal webchat link at check-in, an in-room compendium, or an on-premises poster. This setup allows the hotel to deliver consistent service even when staff are busy or unavailable.

• Self-Healing Knowledge with the Knowledge Agent

  As the Customer Service Agent operates, it occasionally encounters questions it cannot answer. Rather than leaving these gaps unresolved, the agent flags them as missing knowledge. This is where the Knowledge Agent (depicted in pink at top) comes in—admin staff interact with this agent to update and curate knowledge items, through conversations or webchat. The Knowledge Agent can research, scrape information, interact with other hotel systems and update records as needed. Each morning, it presents flagged knowledge gaps to admin staff, ensuring that the knowledge base remains current without manual tracking, creating a self-sustaining cycle of continuous improvement.

• Revenue Generation through Proactive Outreach with the Offer Agent

  Once the core customer service and knowledge management components are in place, the hotel can begin exploring revenue opportunities through proactive guest engagement. The Tasks Agent (depicted in brown on the left) fetches a list of eligible guests nightly and sends SMS invitations with personalised offers, such as a discounted extra night or late check-out. The Offer Agent (depicted in green bottom left), discusses details with guests who engage, and if the guest accepts, it initiates the necessary processes to confirm the request. This proactive outreach not only enhances the guest experience but also generates additional revenue for the hotel.

• Comprehensive Logging and Review

  The platform logs all interactions and requests, allowing hotel management to track guest inquiries, review common issues, and gain insights into guest preferences. This data-driven approach helps the hotel continuously refine its service and ensure all interactions meet quality standards. Reporting and analysis conversations are handled by the Reporting and Analytics Agent (depicted in orange at the bottom).