Reads live PMS data, checks availability against policy, prices offers in real time, and writes the action back to your folio. Across 200+ languages. Hands off to staff with full context when judgment matters.
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Built for real guest messages — half-formed, typo-ridden, switching between English and the guest's native language mid-sentence. The AI classifies intent, not keywords. Four ways to ask for a late checkout resolve to the same request, in the same second.
Before the AI says a word, it reads the reservation, profile, folio, availability, and your knowledge base. Every policy, rate, and room assignment comes from your systems — not from a guess.
The difference between a chatbot and an operator is the verb. Viqal books services, charges the folio, creates housekeeping tasks, and updates guest profiles — all with confirmations sent back to your PMS, not emailed to a queue.
A chatbot answers questions. An AI operator for hotels does the work. It reads live PMS data, executes folio charges and bookings, writes confirmations back, and hands off to staff when judgment matters. It's what the broader AI industry now calls an AI agent, purpose-built for hospitality. That's the difference between a front-desk shortcut and a second shift on the team.
Judgment calls go to humans. When confidence is low, the task is out of scope, or a guest is upset, the AI escalates to Team Inbox with the classification, reasoning, and a suggested reply staff can send or edit in one click.
Scripted chatbots match keywords to programmed replies. That works until a guest deviates. General-purpose LLMs and AI agents construct answers based on context but lack hospitality grounding. An AI operator for hotels combines intent classification over keywords with live PMS and knowledge-base reads before every reply. It also has the autonomous task execution of an AI agent. And it hands off when a guest needs a human.
Anything you've opted into: booking services (spa, transfers, dining), extending checkouts, charging the folio, updating guest profiles, creating housekeeping or maintenance tasks. Each action is logged with a PMS confirmation. You set guardrails per action — amount caps, approval thresholds, offers only allowed in certain windows.
Every reply is grounded in structured PMS data and your knowledge base. The AI can't quote a rate your PMS doesn't publish or promise a policy that isn't documented. If a guest asks about something outside those sources, it says so and hands off — transparent, auditable, no confabulation.
A structured editor in the dashboard — policies, hours, amenities, FAQs, brand-voice rules, escalation triggers. Edits go live immediately and version themselves. Most properties seed it in a half-day kickoff with Viqal, then edit in place as their ops evolve. No retraining, no waiting.
On low confidence, explicit guest request for a human, urgent maintenance, medical language, complaints, VIP flags, or actions outside its permissions. Staff get the full reasoning trace, intent classification, and a suggested reply — so picking up a handoff is a one-click send, not a re-read.
Yes, and built earlier. "AI agent" is the broader industry term for software that takes initiative, makes decisions, and completes tasks autonomously rather than waiting for the next prompt. We built the Viqal AI Operator before that term standardized. We chose "operator" because it more accurately describes what it does in a hotel: operating the front desk's repeatable work. Reading PMS data, executing folio actions, escalating judgment calls. Same architecture as a modern AI agent. Built specifically for hospitality.
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