Amadeus HotSOS (Hotel Service Optimization Solution) is a hospitality platform widely used for managing guest service requests, housekeeping, and maintenance workflows. It functions as a centralized task management system for hotels.

PolyAI’s integration connects virtual agents to the HotSOS system, allowing guest requests and maintenance issues to be logged directly and in real-time. This reduces manual data entry and ensures tasks are routed to the appropriate teams.

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Setup and activation

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Compatibility

• Your property must use HotSOS, which provides structured workflows for guest services and property management.
• You must have the necessary API credentials from Amadeus, including:
  • REST or SOAP endpoint URLs (e.g., https://ifc.emea.hot-sos.net/api/service.svc/rest).
  • API keys or other authentication tokens.

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Configure your integration

1. Review and select service orders: Access the service order list, which includes predefined tasks such as delivering towels or reporting maintenance issues. Customize the list to meet your property’s needs.
2. Set configurations:
   • Define item limits (e.g., up to 4 towels per request).
   • Enable multi-item handling, allowing up to 3 items in a single request (e.g., “Towel, toothbrush, and shampoo”).
3. Verify room number detection: Confirm whether your phone system supports automatic room number detection for calls made from guest rooms. If not, enable manual entry using the phone keypad as a fallback.

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Deploy the integration

• Contact PolyAI to deploy and configure the integration. PolyAI will connect your HotSOS system to the virtual agent and assist with setup.
• Test the integration to ensure:
  • Requests are logged with the correct issue codes and quantities in HotSOS.
  • Room number detection or manual input works as expected.

For assistance with deployment or troubleshooting, contact your PolyAI account manager.

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Capabilities

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Direct service order logging

• Logs guest requests directly into HotSOS, eliminating manual input from staff.
• Each request is automatically assigned a predefined issue code for proper categorization and tracking.

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Automated task routing

• Categorizes requests (e.g., housekeeping, maintenance, or supplies) and routes them to the appropriate teams based on the assigned issue code.
• Reduces delays and communication overhead between staff.

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Multi-item handling

• Handles requests for up to 4 units of a single item in one order.
• Supports up to 3 distinct items in a single guest request (e.g., “Two towels, one toothbrush, and one shampoo”).
• Consolidates multi-item requests into a single workflow to streamline task allocation.

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Room number detection

• Automatically detects the guest’s room number for calls made from in-room phones (if supported by SIP data).
• Provides a fallback option for guests to enter their room number manually using the phone keypad.

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HotSOS reporting integration

• Logs requests directly into HotSOS dashboards and reports.
• Enables properties to monitor task completion rates, analyze request trends, and assess team performance.

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Customizable workflows

• Tailor issue codes and service orders to match your property’s needs.
• Adjust item limits, request restrictions, and workflows post-integration to align with operational changes.

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Limitations

• No order updates: Cancellations, amendments, or confirmations of orders are not supported.
• Duplicate orders: Duplicate requests cannot be created for unresolved issues already logged in HotSOS.
• Unsupported requests: Tasks outside the enabled service order list are redirected to the property app or transferred to staff.
• Language availability: Only English is currently supported.

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Standardized service orders

HotSOS includes a predefined list of service orders compatible with the PolyAI integration. Customize this list to fit your property’s needs.

For more information, refer to the HotSOS documentation or contact PolyAI support.

For support, contact PolyAI at platform-support@poly-ai.com