Hey @ettore.zotarelli ,

 

Great to see this implemented directly on the guest’s profile!

On the previous version - summary visible on the right hand side of the screen, when you use the Arrow keys to select a profile from the Search bar.

The summary was showing data about past/future bookings with the reference numbers and we found out you were able to pull data from across our whole portfolio. Meaning we had a centralised view of the guest’s activity across the board.

From a Data point this is very valuable and actually got us most excited about the AI development - are you bringing that back? Are you aware of it’s importance and value and would this be delivered in a different area or iteration?
 

Thanks!

Igor

Hi Igor! Thanks for bringing that up!

Indeed we have received some great feedback about this level of a guest overview! I'm happy to say that this guest summary that you are referencing is not going away, and we are looking to adding it to other places where it can bring value.

During this Beta, what we will do is to bring the notes summary to more places, and places where the front office team is already looking at constantly, to make sure they do not miss any opportunities to deliver exceptional service

That's right!
The Smart Tips (for now) only take information from the notes (reservation, guest and housekeeping notes). We are looking at expanding to more sources, including guest statuses.

This sounds like a lot of fun, Ettore! Please include my property, the Mari Jean Hotel in St. Petersburg, Florida, in this new experience. 

Hello there,

Please add Stadium Hotel - Live.

Hello,

please add ONDA Playa Grande. Thanks a lot!!

@Bernie @JulioDiaz @DavidFoxx 

You got it!  Have fun!

Hello @ettore.zotarelli 

Please add Hotel de la Couronne in Liege-Belgium to the beta for the live version

Have a good day

Stephane

@smehia 

Done! 

Hi Ettore

Thank you for enabling the feature at The Regent, it’s really great! One bit of feedback: I’ve spotted it misunderstanding dates, i.e. a reservation was in the past, but it was described as an “upcoming reservation”. Screenshot attached.

Also, are there any plans to add functionality for possible profiles that can be merged, so that we can give the AI profile summariser the best data possible?

Many thanks

Sami

Tanks @ettore.zotarelli 

It is indeed activated but Iwonder already regardig this note:

Where does the information come from regarding the ”party”? Should the past stays’ information (2023) be in past tense? Is it a merge glitch ?

Kind of weird to me…

Stephane

Same goes here @ettore.zotarelli 

There is no upcoming stay in November for the guest 

Stephane

Hi @smehia and @Sami Citystay ! Thanks for spotting those, indeed it seems like we got some weirdness around dates.

Do you mind emailing me a link to those customer profiles at [email protected] ? I'll get the engineering team to look at the source of this data. I got a few theories, but once we see the source data it will all make sense.

Thanks!!

@ettore.zotarelli 

Done 

Stephane

Done!

The much-anticipated Smart Tips - an  AI summary of a guests' previous and future reservation notes, preferences and status - is now available directly in our guest profiles! 

This means hoteliers do not have to go out of their way to have a quick overview of what there is to know about each guest, blending seamlessly into their routines, and avoiding any missed opportunities to create those remarkable experiences.

 

 

How can I get started?

The AI Summaries are already live for all demo properties, so feel free to take it out for a spin on your demo anytime, just by opening any guest's profile.

To experience it in production (which is really where the magic happens, cause… data):

1. Reply to this thread with the property you’d like added to this beta, in production
2. I’ll enable the AI Summaries within my next working day (I promise I will be quick )
   1. Depending on how many volunteers we got, we may limit the beta during the first few days while we monitor performance and feedback

 

What about my data?

Guest data is not used to train any models. These summaries are generated on the fly, each time a page is opened, and the AI models we use do not own nor store our data. A side effect of these summaries being created every time is that if you reload the page, the summaries will be written in a slightly different way.

 

Please ask any questions or share any feedback you have below. 

Hello! Amistat City Hostel wants to join this beta! Let us know. Thanks

Ettore, how this new information could be used in an easy way? Should reception go every mornig/day through all guest profile and check it, openig all profiles one by one? Is there a report we can run and see all that info fast? Thank you

Hi @Horacio Amistat City ! It's on  enjoy!

For now those are only shown in the guest portal. The idea is that as the reception team is looking at a guest profile for any reason, they will have a quick summary of anything noteworthy right where they already are - without having to go elsewhere/making any extra effort.

This is the first place, but assuming a positive experience from this initial feature, we plan on showing summaries in other places: the reservation creation screen, the reservation details, etc. And it could even someday be turned into an automated start-of-shift report! I'm taking note of all these ideas and feedback  Thank you!!

I did some testing and I'm pretty sure the summary provided is on based on Mews-wide available data and not limited to the property. This would explain why “ghost” reservations are mentioned, these exists in a different, non- related property.

An review integration would be awesome: “Today a guest is arriving who wasn't 100% satisfied after his last visit because the gold fish didn't talk back” → create task for Front Office.
I recently discussed Booking.com review scores integration with our account manager. Sounds like a 1+1=3 

Hi Ivo!

Good observation; I just went through with the engineering team and it's physically impossible for guest data to spill between chains; these records are unique to each chain and got no connection to eachother. However they are (by design) shared between properties of the same chain (just like some of the guest details).

The "ghost" reservations are either caused by: reservations in another property of that chain or some funky AI hallucinations. We are making some tweaks to the prompting we use to avoid those as much as we can, as well as improve overall the accuracy of these summaries (which is why I need y'all's help here with the Beta , so we can spot those and fine-tune). The models keep getting better, so I am confident these will improve very quickly; in fact we got a behind-the-scenes update still coming out today. 

And about reputation management: absolutely! There's a huge potential for growth and consolidation there 

Hey @ettore.zotarelli ,

For chains it would be nice if the AI mentions on future reservations mentions the location name as well as the internal tags 

This returning loyalty program guest has a reservation from 28 October to 30 October 2024 at Bob W XXX. 

Hi everyone! Happy to announce that translations have arrived! The tips should now be showing in the same language as the user interface selected in Mews! 

@Leif Penning I know you'll love this!

We also have made a few tweaks to the underlying AI model and should see fewer mistakes coming in. Please remember to send anything strange my way, so that I can investigate and fix the root cause.

Happy Beta! 

Hey! We love that too … translations looking really good so far .

The only thing that i would change rn is that the AI mentions if there is nothing special to look after. It feels a bit as the AI has to write a certain amount of text:

“… There are no special requests or comments. There are currently no special payment preferences or feedback from previous stays noted.”

@jones.eth you are 100% right and it's an improvement I have on the pipeline. The AI feels like it always has to provide a summary at the moment.

We will soon have a standard message whenever there are no notes/no source of information, something like "Smart Tips appear when there's notable information in the reservation, guest profile, or housekeeping records."

Great catch!

Great idea! I'm adding to my notes  thank you!!