Hotel staff spent excessive time responding to repetitive customer FAQs (check-in times, amenities, parking, WiFi, etc.), reducing their availability for more complex guest needs and personalized service. This resulted in slower response times and staff burnout.
Built an AI-powered chatbot using Zapier's native chatbot functionality combined with LLM integration. Designed and tested multiple prompt variations to ensure natural, accurate, and helpful responses. Implemented quality checks and iterative improvements based on response evaluation.
- Zapier (automation and chatbot platform)
- LLM integration (ChatGPT/Claude)
- Prompt engineering techniques
- Quality testing and evaluation methodologies
- Automated responses to common hotel FAQs
- Natural language processing for varied question formats
- 24/7 availability for guest inquiries
- Escalation pathway for complex questions
- Response quality monitoring
- Crafted prompts for consistent, brand-appropriate tone
- Implemented guardrails to keep responses focused on hotel information
- Tested edge cases and refined prompts iteratively
- Established response quality benchmarks
- Created fallback responses for unclear queries
- 100% automation of FAQ responses
- Immediate response time for common questions
- Freed staff to focus on complex guest needs
- Improved overall guest satisfaction
- Reduced staff workload during peak hours
- Tested chatbot with 50+ question variations
- Evaluated response accuracy and tone
- Iteratively refined prompts based on testing
- Documented best practices for chatbot deployment
- LLM integration and testing
- Prompt engineering and optimization
- Quality evaluation of AI outputs
- Automation workflow design
- User experience consideration