AI Module - Virtual Assistant

*We recommend using this feature during the initial period of use to allow the assistant to improve its knowledge base

To create a virtual assistant, go to my.vikey.it, click on AI Virtual Assistants in the menu, and then click on Add Assistants.

Once you've clicked on Add Assistants, you can choose to follow our setup wizard, which will guide you step by step through the creation process so you don't miss any steps, or proceed on your own.

We recommend following the guided setup if this is your first time adding an AI assistant.

If you chose to set it up yourself, you’ll need to manually select the knowledge base for your AI and link it to both the apartment and the channels where it will respond.

Your AI Virtual Assistant's knowledge base is the essential repository of information that will be used to respond to messages sent by your guests.

Preparing a good text file or anticipating common standard questions—such as “What time can I check in?” or “Is there parking in the area?”—along with the corresponding answers, will help you provide prompt service to your guests with quick and clear responses, even if they message you at night.

You can choose from several knowledge bases to start with:

1) Q&A Mode – questions and answers (FAQs) created by you or our default ones

2) Upload a File Mode – you’ll upload a file containing all the necessary instructions to the Vikey dashboard

3) Upload a File and Create FAQs Mode – you can add questions to the file to expand your assistant’s knowledge

You can choose which channels your virtual assistant will be active on: WhatsApp, Airbnb, Expedia, and Booking.

If you use our Channel Manager, you can activate the assistant on all associated sales channels.

If you create the assistant using our configurator, simply follow the steps provided and you’ll have no trouble. If, on the other hand, you’ve chosen to create your assistant on your own, you’ll need to select the apartment where you’ve activated your assistant from the menu on the right.

and enable the flag on the channels where you want it to take effect

Once you've made your selection, remember to click the Save button

You'll see that the icon for the active channel turns blue

Once you’ve created your virtual assistant and correctly linked it to the apartment and the channels where it will be active, you’ll need to click the Enable button to activate the assistant.

Conversely, if you no longer want your assistant to be involved in responses, simply click the Disable button.

Here you can enable or disable the assistant

In this mode, all messages generated by your assistant will require confirmation before being sent to the selected channel. You will receive a notification and an email regarding this.

In the Messaging section, you will find the response ready to be approved, edited, or discarded:

When you approve a response, it will be green; when you reject it, it will be red.

In this mode, the assistant will automatically reply on the selected channel if it has a valid response; otherwise, you will receive a notification and an email about it. Your assistant will disconnect from the auto-reply mode; all subsequent responses from your assistant in that conversation will require confirmation. However, you can reactivate the assistant in that conversation if you wish, and it will resume responding autonomously.

In this mode, the assistant will use the messages you select to update its knowledge base

This feature is very important because the more you use the learning mode, the better the quality of your virtual assistant’s responses will become.

In questa modalità non potrai selezionare messaggi scambiati per aggiornare la base di conoscenza.

Yes, of course. For example, if you have our channel manager and have linked multiple apartments and multiple OTA channels, you can use the same assistant to respond.

No, the assistant cannot be scheduled by time slot.

No, the assistant generates the questions and answers from the file, but if you have images, that information isn't included.

Here is an example of a correct question:

Q: Can I arrive after 5 p.m.?

A: Hello ##Guest-name##, check-in is available starting at ##Checkin-time##.

We recommend using tags so that the booking information is included in the response.

You can view the list of tags in the box below:

When you create an FAQ and a response, the booking status constraint involves determining, based on whether the customer has checked in online or not, how the assistant should respond.

Example:

Q: What time can I check in?

A with “confirmed” booking status constraint: Hello ##Guest-name##, check-in is available starting at ##Checkin-time##.

A with “not completed” booking status constraint: Hello ##Guest-name##, once you have completed online check-in, you will receive a link to access the check-in area starting at ##Checkin-time##

Note: When generating questions and answers, pay close attention to the constraints; otherwise, the assistant will not respond to that question asked by the customer if the constraint is not selected.