New! DuveAI CoPilot – Duve

Hosts can take advantage of AI suggestions with more control. This new setup allows hosts to receive smart reply suggestions directly in the conversation, but nothing is sent to guests unless the host approves it.

DuveAI’s Co-Pilot Mode bridges the gap between no automation and full automation. It empowers hosts to retain full control over communication, while still leveraging the speed and quality of AI-generated responses.

This feature ensures that AI never sends a message directly to the guest. Instead, it appears as a suggestion within the conversation, giving hosts the ability to review, edit, and send at their discretion.

Background

Some hotels prefer to keep full control over guest communication. While AI can save time, the idea of automatic replies can feel risky. That hesitation has held back adoption. By starting with suggestions only, hosts can build trust in the AI before fully relying on it.

Escalation:

How to Set It Up

1. Navigate to Settings

Go to Settings > Communication > Operating Mode.

2. Choose Between Two Modes

Co-Pilot Mode (default): AI drafts replies and saves them as notes. Hosts approve or modify before sending.
Agent Mode: AI drafts and auto-sends replies to guests when confident.

3. What Happens in Co-Pilot Mode

AI suggestions are always visible in the chat feed as notes.
The input field remains open so hosts can type manually or edit the suggestion.
Suggestions continue even if the conversation is reassigned to another team member.
The AI banner/input is hidden when AI is off.

Tips for Using Co-Pilot Mode Effectively

Start with Co-Pilot to Build Trust

Use Co-Pilot to observe AI responses over time. Understand its tone, accuracy, and relevance before switching to Agent Mode.

Track Impact

Analytics - Monitor time saved per conversation and guest satisfaction. Use this data to decide if and when to shift to Agent Mode.

Use cases:

Host: Front Desk Manager at a Boutique Hotel

Scenario: “I want my team to benefit from AI-generated replies during busy check-in hours, but I still want every message reviewed before it’s sent.”

Value: The AI helps save time by drafting replies, but staff maintain the personal touch by reviewing and adjusting each one before responding.

User: Guest Relations Lead at a 5-Star Resort

Scenario: “We never send automated messages to VIP guests, but I want to see what the AI would recommend so I can fine-tune my own replies.”

Value: The team gets inspiration and support from the AI without compromising the ultra-personal tone expected by high-end guests.