TahiyyaتحيةAI Voice Agent
VOICE-22
Coming soonP2· Front office managerAfter-hours / overflow answering on the operator line (the telephone-operator role is now 100% Saudized and costly to staff 24/7)
- Operator line rings after 23:00 or when all agents are busy
- arrow_forwardAssistant answers, logs the request or transfers
- arrow_forwardMorning summary for the manager
Operator line · overnightLast night, answered by the assistant23:00–07:00 · no operator on duty
Calls
27Handled by assistant
24Transferred to duty manager
3Avg. answer time
2 s| Time | Caller | Need | Outcome |
|---|---|---|---|
| 23:40 | Room 508 | Extra pillow | Request created · delivered 23:52 |
| 01:15 | Outside caller | Booking question | Answered from hotel info |
| 02:30 | Room 212 | Water leak | Transferred to duty manager |
| 05:50 | Room 615 | Taxi to airport | Concierge request created |
Sample screen · synthetic data onlySample
Other VOICE features (24)
- VOICE-01Answer calls routed from the hotel PBX over a private SIP trunk, from whatever the hotel uses: a short code or extension, or a labelled guest-services button with an icon (each hotel differs; "3" was only an example). The key is a per-hotel setting shown to guests ("Press {key} on your room phone")Live
- VOICE-02Identify the room from the caller extension. Greet the guest by title + surname when known (see VOICE-20 rules) · Owner 2026-10-12 (answers workbook, Q-128): greeting uses the actual guest staying in the roomLive
- VOICE-03Bilingual greeting and language choice (English / Arabic incl. Saudi dialects). Auto-detect if the guest just speaks. Handle code-switchingLive
- VOICE-04Understand free-form requests and map them to the property's request catalogue (items, quantities, services)Live
- VOICE-05Read back and confirm, with an ETA, before creating any ticketLive
- VOICE-06Split a multi-request call into tickets across departmentsLive
- VOICE-07Instant transfer to a human on request, on low confidence, or on emergency keywords. The guest can always press 0Live
- VOICE-08Fail-safe: if the AI is unavailable, the call falls back to the human line within 5 sLive
- VOICE-09Frustration/urgency scoring on every call → auto-escalate to Guest Relations / Duty Manager with a recovery playbookLive
- VOICE-10Answer common questions from the property knowledge base (pool hours, breakfast, Wi-Fi, prayer room, Qibla, checkout)Live
- VOICE-11Transcript + summary attached to tickets. No audio kept by default. Retention policyLive
- VOICE-12Remember the guest's language and frequent requests for the stay: after the first call the stay keeps the language; the next call opens in it with "English / عربي" to switch; the guest can change language at any momentLive
- VOICE-13Outbound follow-up ("Did you receive your towels?")Live
- VOICE-14IRD/food ordering with menu, modifiers, allergens, halal info, suggestive upsell · Owner 2026-10-12 (answers workbook, Q-145, Q-157): the executive chef owns allergen confirmation; allergy data goes only to a local or KSA modelLive
- VOICE-15Wake-up calls with escalation (no answer after 2 tries → staff check)Live
- VOICE-16More guest languages (Urdu, Hindi, Indonesian/Malay, Turkish, French, Chinese, Russian…) · Owner 2026-10-12 (answers workbook, Q-159): remaining guest languages are built last, towards the end of the build, after the staff languages; each with a native reader (Q-158)Live
- VOICE-17Same agent on WhatsApp / web chat / in-room QRComing soon
- VOICE-18Configurable persona per property/brand (voice, name, tone, honorifics) · Owner 2026-10-12 (answers workbook, Q-120): voice per hotel (vendor, voice id, voice name) as a setting with a preview line; picking real voices needs the paid ElevenLabs account; a how-to is written laterLive
- VOICE-19AI and recording disclosure at call start in AR/EN ("You're speaking with the hotel's digital assistant…"), with a human optionLive
- VOICE-20Privacy-safe greeting rules: title + surname only; only when one reservation is in the room; honour incognito/VIP privacy flags; otherwise "Marhaba, room 1204". Never guess a nameLive
- VOICE-21Never accept card numbers by voice. Charges go to the room only. Digits are redacted from transcriptsLive
- VOICE-24Questions the assistant couldn't answer: a guest question the knowledge base does not cover is noted (no guessing), the guest is offered a colleague, and the GM sees today's questions grouped and counted to fill in the hotel informationLive
- VOICE-25Warm hand-over for the operator: when the assistant transfers a call (guest presses 0, asks for a person, emergency, complaint, or it is unsure), the desk sees who is calling, the language, why, a one-line summary and what was already done (requests with references) before picking upLive
- VOICE-26Scripted call check: a text-only run of scripted Arabic and English calls (request + read-back + ticket, hotel question, unknown question, hand-over) against the demo before every presentation, pass/fail per stepLive