Answer routine guest requests from the record they can be answered from, recognise the questions a copilot may not resolve, and put those in front of a named colleague on shift.
An aggregate answer-quality figure and the figure for one slice are different measurements The cohorts that carry it are named, not averaged away Nestack reports it by slice rather than in aggregate..
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Safety and welfare signals
4.2%
3.5×
Review
Accessibility requests
2.8%
2.3×
Review
Complaint and redress asks
2.3%
1.9×
Watch
Routine service requests
1.1%
0.9×
Normal
Bar: colleague-amendment-rate lift vs. routine-request baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
Every cycle ends by adding a test
The loop shuts when the miss is a case in the suite, not when it has been explained. That suite is what the next guest request is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Colleague-amendment rate rises in a request slice.
02Diagnose
The colleague who picked the request up is asked what they saw, and the records are read behind them until the cause narrows to one.
03Improve
Whatever changes ships against a version, with the requests that prompted it attached.
04Verify
Nothing ships until the affected cases pass a second time.
05Learn
The suite grows by one case; so does the escalation list.
Learn → DetectThe return edge. Detection next time runs against a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, answering workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Guest-request workflow discovery and boundary setting.
02Property and CRM source assessment.
03Escalation, retention and answer rule mapping per site.
04Request ingestion and normalisation.
05Answer drafting and source binding.
06Confidence scoring and escalation routing.
07Duty-manager escalation workflow.
08Property-system integration.
09Safety-signal regression cases.
10Guardrails and escalation controls.
11Request-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne property, one teamProductionProduction property systemsAdvancedMultiple properties / brands
Introduced at Pilot
Drafting to your records and rules✓✓✓
Named-colleague escalation✓✓✓
Answer-quality baseline✓✓✓
Introduced at Production
Reporting by request type—✓✓
Approval workflow in your systems—✓✓
Approved write-back—✓✓
Property-system integration—✓✓
Introduced at Advanced
Multi-brand escalation rules——✓
Multi-stage duty approvals——✓
High request volume——✓
Multi-property service controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, request volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your stay records and the notes you keep→Request ingestion and record mappingWeek 1
02Requests you have already answered→Drafting baseline, source binding and answer scopingWeek 2
03Your escalation list and who is on it→Escalation, retention and answer rule mappingWeek 1
04Access to relevant APIs, feeds or exports→PMS, messaging and CRM assessment, then integration setupWeek 2
05Answers you would not want given→Signal cases and failure-mode testingWeek 4
06What must reach a person on the property→Confidence scoring, signal routing, guardrails and escalation controlsWeek 3
07Named colleagues to take what is raised→Escalation workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
The bands follow real work rather than a plan, so evaluation and pilot genuinely share the fifth week.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Request workflow discovery, escalation mapping and the automation boundaryW2Source integration and the drafting baselineW3Answering workflow, confidence logic and escalation controlsW4Safety-signal cases, held-act guardrails and failure-mode testingW5Property-system integration, pilot stays and targeted correctionsW6One stay cycle answered under the duty manager, then Agent Care handover
Reading the bandA bar covers the weeks its work is named in, and nothing else. The week 5 overlap is real, not padding.
At the end of W6Once the cycle validates, Agent Care owns the running agent.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Travel & Hospitality AI agent
Build a guest-services copilot around the person it has to fetch.
A copilot that sees a safety signal has made a record, and that record gets read against the property long afterwards, on a standard of what you should have known. So when your copilot raises something at three in the morning, whose name does it reach? Tell us that, and the escalation is built around it.
