It’s time to start using LooponAI, our feature designed to save you and your team hours of administrative work by providing automated answer suggestions.
Here’s everything you need to know to make the most of LooponAI.
What Is LooponAI?
When LooponAI is activated at your hotel, the system will propose auto-generated responses to all incoming feedback. This includes:
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Guest survey responses (via email)
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Online reviews from third-party channels
Important: The AI-generated response is just a suggestion. Always read, and if needed, edit or reformulate the proposed answer before sending it to the guest.
How Does LooponAI Work?
LooponAI creates suggestions based on:
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The guest’s written comments
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Ratings of statements (e.g., cleanliness, service)
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Overall ratings
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Mentions in feedback (e.g., names or praise towards specific staff members)
When viewing feedback in the Feedback tab, the suggested answer will appear at the top. To see the guest’s original feedback, simply scroll down. You can:
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Edit the AI-generated answer directly in the text box before replying.
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Still access and use any Reply Templates you’ve previously set up.
Setting Up LooponAI
Initial step: Contact your Customer Success Manager or support@loopon.com for pricing.
Step 1: Activate AI Replies
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Go to the Settings tab in Loopon.
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Click on AI Replies.
Step 2: Add Languages
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Click the + icon in the lower-left corner to add languages.
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At a minimum, add English and Swedish. You can add other languages as needed.
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Example: If a guest receives the survey in English, the AI will respond in English. If the survey is in Swedish, the AI will respond in Swedish. If feedback is in a language not configured (e.g., Chinese or Spanish), the response will default to English.
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Step 3: Configure Tone of Voice (ToV)
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Define the overall tone of voice for your hotel or restaurant. Think of this step as training the AI to respond as if it were a new colleague. Remember that "Overall tone of voice" should always be typed in English, despite the language on "Example perfect response #1-5".
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Optionally, create different tonalities for Promoters, Passives, and Detractors to adjust responses to guest satisfaction levels.
Step 4: Provide Example Perfect Responses
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Enter 1-5 examples of words, phrases, or sentences that reflect your hotel’s tone and brand.
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Examples must match the language you’re configuring.
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These examples won’t be copied verbatim but will guide the AI in crafting its responses.
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Include any proactive information for recurring issues or frequently mentioned topics. For instance:
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“We understand your comments on the room’s standard. By 2025, all rooms will be upgraded.”
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Choose whether to include smileys in responses by enabling or disabling this feature.
Tips for Using LooponAI Effectively
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Review every suggestion: AI is a support tool, not a replacement. Always read and fine-tune answers to ensure they align with your standards and the guest’s feedback.
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Personalize responses: Even with AI suggestions, adding personal touches shows guests you care about their experience.
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Provide changes to the AI: The more you use and adjust LooponAI’s suggestions, the better it will learn and improve over time.
Key Features Summary
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Auto-Generated Suggestions: Saves time by drafting responses for you.
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Language Flexibility: Respond in multiple languages based on the guest’s feedback language.
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Tone Customization: Tailor responses to reflect your brand’s voice and the guest’s satisfaction level.
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Learning Capability: Improves with use, adapting to your editing patterns and preferences.
Remember: LooponAI is here to assist you in response management. It’s up to you to ensure the final message reflects your hotel’s care and professionalism.
Happy replying!