Case study · Aura · Knowledge base
One source of truth for guests and staff alike
Guests asked the same questions a hundred times and staff hunted for SOPs. Aura puts both on one hotel-specific knowledge base — the AI concierge answers guests from it, and staff query it from web and mobile.
- Client
- Multi-property hotel group
- Scope
- Guest & staff knowledge base
- Approach
- ArgentQ Aura
- Status
- Live
The challenge
The answer existed. Finding it didn't.
Repetitive guest questions
Hours, amenities, directions and policies tied up the front desk around the clock.
SOPs scattered
Staff hunted across documents and chat for the current policy or procedure.
Inconsistent answers
Different staff gave different answers; nothing was grounded in one source.
Context missing
Generic answers ignored who the guest was or what they had already asked.
The solution
Guests and staff, answered from the same knowledge
Aura builds one hotel-specific knowledge base from the hotel's own documents, knowledge-base entries and website content. The AI concierge answers guests from it, and staff query the same knowledge from web and mobile.
One grounded source
Documents, knowledge-base entries and website content become one source, with hybrid search and re-ranking so answers stay accurate and on-brand.
Guest concierge
Answers guest questions 24/7 across chat and WhatsApp, in the guest's language — and acts on requests, not just answers them.
Staff knowledge base
Staff ask in plain language on web and mobile and get the current SOP, policy or menu, each answer backed by the hotel's own documents.
What it delivers
Consistent answers, less load
Fewer repetitive questions
The concierge handles the FAQs so the desk can handle the exceptions.
One consistent answer
Guests and staff draw from the same source of truth.
Gaps get closed
Unanswered questions are logged for review, so the knowledge base keeps improving.