An AI concierge that opens housekeeping and maintenance tickets

When a guest writes in the app's chat that the air conditioning isn't cooling or that they need towels, Estevano opens a ticket for the right department, maintenance or housekeeping, with its priority, its status and the conversation with the guest, and alerts that department's team on their phones. If the guest calls instead, Estevano Voice opens the same ticket once it has checked the room and PIN.

Can an AI concierge open housekeeping and maintenance tickets?

It can, as long as it does more than answer. A chatbot that only answers questions leaves the job half done: the guest reports something, the bot says "I'll pass it on" and someone at the front desk has to copy the message, work out who it's for and get on the radio. What matters is that the report leaves the chat already turned into a ticket for the department, with the room and what the guest asked for.

That's how Estevano works. The concierge understands what the guest wants and which department it belongs to: maintenance, housekeeping, front desk, room service or security, among others. What it can answer, like breakfast times or the Wi-Fi password, it answers without opening anything. Whatever needs a person becomes a ticket.

From message to ticket

Guests write the way they'd write to the front desk, in their own language. Say, "no hot water in 518". Estevano replies in the chat and opens a maintenance ticket with the room, a short title and the guest's message.

The ticket carries the whole conversation. Whoever opens it in the console reads what the guest said and what the concierge replied, without calling the room to ask again. And the guest follows the request in the app as it moves from Received to On the way to Completed.

Priority and the clock

Every ticket comes in with a priority. Anything to do with security comes in as urgent, and urgent tickets sound their own alert in the console so they don't sit in the queue. Issues the team logs from the console carry whatever priority they choose: normal, high or urgent.

Every ticket also has a clock. In the console, a ring goes from green to amber to red as the minutes go by without anyone picking it up, and the board splits what's new, what's in progress and what's been done today. The head of maintenance sees at a glance what has been waiting too long.

Alerts for the team

When a ticket comes in, that department's team gets an alert on their phones, on iOS or Android. Nobody has to be sitting at the front desk computer to find out that 518 has no hot water.

If nobody picks it up, Estevano alerts again, first the same department and then, if it's still waiting, management too. When the team marks the ticket as completed, the guest sees it in the app.

A phone call opens the same ticket

Not every guest types. Plenty just pick up the room phone. With Estevano Voice, the same concierge answers the call, by voice and in the guest's language. To log an issue it asks for the room number and PIN, checks them and opens the ticket for the right department, just as it would from the chat.

If the guest doesn't identify themselves, the voice agent won't open a ticket in their name and leaves a message for the front desk to see in the console instead. That way nobody can log issues for a room that isn't theirs.

What you can measure

Once issues come in as tickets, you can count them. Estevano's analytics show tickets by department, with response and resolution times for each, along with chat activity, its requests, languages and busy hours.

That tells you which department is most stretched, when reports pile up and whether times are getting better month on month. And when the team answers a new question, Estevano learns it for next time.

To see the rest of the console, look at tickets on the product page. And if you're worried AI will take work away from your team, read why it doesn't replace them.