Hello
I’m looking to build an automated chatbot that can engage with our customers via whatsapp business API. Use case is for a small hotel.
Today, Staff are required to manually make 4 personalised touch points with the guest:
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pre-check in check up: to ensure that the guest received check-in details for their rooms, understand the 24/7 self check-in instructions and answer any questions they may have. This should be done 48hrs prior to arrival.
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post-check in check up: to check that the guest has managed to check-in ok and are happy with their room as well as answer any questions they may have. This should be done 3hrs after check-in time.
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post-check out check up: to check how the guest stay was - positive sentiment responses should be followed up with a request for the guest to leave a 5* review, negative sentiment responses should be followed up with clarification for more information (where required) so the issue can be logged and reviewed by management to improve the guest experience for others. This should be sent on the day of checkout at 11am.
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Multi-night stays: a message should be sent after each night but not the day of checkout to ask how the guest stay is going and if there is anything we can do to assist them. This should be sent at 11am UK time.
We have a twillio number and want to have automation in place so that these messages are automatically triggered via pre-approved templates in Whatsapp business API but that if a guest replies to a message, the chatbot (using ChatGPT open AI model) can reply back using natural language model I would train up.
Where the AI chatbot isn’t able to respond to a query it should then flag it for a human agent to jump into the whatsapp convo and answer the question. This means that staff member will need an app we can use to view and respond to whatsapp messages (including manually triggering pre-approved templates if required)
All guest data (name, telephone number) would be available via beds24 integration which make.com supports.
Final point, we’re looking for a step in the above scenario where guest data is saved into a Google sheet (basically an extract of everything in beds24 so we can build a customer database).
A few questions:
- Is what I want to build above feasible?
- Is the proposed architecture able to do what I want, i.e. using OpenAI, Whatsapp Business, Google Sheet
- What application should we use for our staff to be able to interact with guest messages alongside the AI chatbot - twillio doesn’t offer a native app
If someone has experience doing this kind of implementation please do reply