AI · 2026In progress

AI Concierge

A conversational concierge for hotels and co-working spaces. Guests ask in plain language; the agent handles bookings, local recommendations and service requests, and hands off to staff when it should.

Front desks answer the same questions all day. The concierge lives on WhatsApp and the web, understands requests like "late checkout tomorrow" or "somewhere quiet for dinner near here", and acts on them through tool calls into the property's booking and ticketing systems. It keeps a per-guest memory for the length of the stay, confirms anything that costs money before doing it, and escalates to a human with the full conversation attached when a request falls outside what it is allowed to do.

Challenges

Acting on requests safely: a booking or a charge must never happen on a misunderstanding
Knowing when to stop and hand the conversation to a person

Solutions

Every side-effecting tool call is confirmed with the guest first and logged
An escalation policy that attaches a summary of the conversation, so staff pick up without re-asking

Next.jsNode.jsClaudeWhatsApp Business APIMongoDB