Drafted replies to guest messages
When a guest messages a property through Booking.com or Airbnb, the system drafts a reply in the property’s voice. Staff edit and send — the model suggests, a person decides.
AI systems
AI where it earns its place.
Our tagline says intelligent systems, so it is fair to ask what that means. Here is exactly what we have shipped, and the rules we apply before adding a model to anything.
In production
Running today, in real businesses.
Every item below is live in Stayvieo and used daily by hotel staff. None of it is a prototype.
Message translation
Guest messages and reviews arriving in another language are translated inline, so a receptionist in Kent can answer a question written in German without leaving the inbox.
Knowing what needs a human
Courtesy messages ("thanks, see you Friday") are marked as needing no reply, so the action list only shows what genuinely needs attention.
Content classification
Incoming content is categorised and routed automatically, which removes a filing job nobody wanted.
How we decide
Four rules before we add a model.
Most "AI features" are a search box with extra cost and less certainty. These are the questions we ask first.
01
It has to beat the boring version
If a rule or a search box does the job, we use the rule. A model that is right 90% of the time is worse than logic that is right every time.
02
A person stays in the loop
For anything a customer sees, the model drafts and a human sends. We do not let a model talk to your guests unsupervised.
03
You see what it costs
Token usage is metered and visible. No surprise invoice at the end of the month.
04
It degrades safely
If the model is slow or down, the feature disappears quietly and the rest of the system keeps working.
If you are considering it
Bring us the job, not the technology.
The useful conversation starts with a task somebody does by hand that they would rather not — reading every email, retyping the same reply, sorting a list. Then we work out whether a model helps, or whether something simpler and cheaper does.