1. What is the feedback function?
The feedback function allows property owners to review and rate responses generated by Virtual Concierge (AI) during guest interactions. These evaluations help continuously improve AI performance and behavior, ensuring more accurate, appropriate, and aligned responses with expected service standards.
2. How the feedback works
When reviewing an AI interaction with a guest, you will find two evaluation buttons at the end of the response:
Thumbs up (👍) → Indicates a good response
By clicking this button, you indicate that:The response was correct and/or appropriate;
The AI behavior is aligned with expectations;
You approve maintaining this pattern in future interactions.
Thumbs down (👎) → Indicates an incorrect or inadequate response
In this case, the system will open a form where you can select the issue category and provide additional details about the error.
3. Negative feedback categories
When submitting negative feedback, select the category that best represents the issue:
Incorrect information
Irrelevant response
Language or clarity issues
Offensive or inappropriate content
Lack of context
Tone or style issues
Technical issues
Privacy or security concerns
Policy violation
Others
4. Additional details field
After selecting a category, the system will request additional details. It is very important to briefly describe:
What the expected AI behavior was;
What the correct response should have been (if the provided one was incorrect).
This information allows the monitoring team to accurately analyze the case, helps the AI learn and improve future interactions, and enables corrections directly in the property setup or in the virtual concierge database when applicable.
5. What happens after submitting feedback
All negative feedback is manually reviewed by the responsible team. The process may follow different paths:
Behavior adjustment: When the issue is related to how the AI responds, the team performs behavioral calibration.
Information correction: If the issue is related to incorrect data, the team will correct it directly or contact the property owner.
Continuous improvement: All feedback is used as input for ongoing AI improvement.
6. Step-by-step summary
Review the AI interaction with the guest.
At the end of the response, click:
👍 if the response is appropriate
👎 if you identify any issue
If you click 👎: select the category and describe additional details
Submit the feedback and wait for the team’s analysis and adjustments
💡 Important tip
The more specific and clear your feedback is, the faster we can improve the AI and ensure high-quality responses for guests.