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      AI-Powered Analytics

      AI-Powered analytics help you understand guest feedback more deeply and take action where it matters most. By analysing reviews and survey responses, AI identifies recurring themes, keywords, emotions and action items, giving you a clear picture of what guests are saying and how they feel.

      This article applies to:

      • PRO
      • GROUP

      With these insights, you can:

      • Quickly spot areas where your property is performing well
      • Identify recurring challenges or concerns raised by guests
      • Understand guest emotions and how they impact satisfaction
      • Direct actionable suggestions to the right departments to improve your service

      Set up your themes and action items

      GuestRevu uses AI to group similar feedback into meaningful categories (e.g. service, cleanliness, dining, etc), helping your team quickly understand what guests value most and where improvements can be made. From there, it goes a step further by generating actionable recommendations. This allows you to spend less time analysing and more time taking action that enhances the guest experience. 

      You can provide additional context, such as which departments are active in your hotel, what kinds of guest comments should or should not trigger AI to create action items, or which themes specific to your property you would like the AI to watch out for.   

      To set up your themes:

      1. Log in to your GuestRevu account at https://my.guestrevuapp.com
      2. Click on Account > AI Settings > Themes (NOTE: only users with account preferences permission will see this page)

      From here, you can add custom themes for AI to group keywords into. This helps you track additional themes specific to your property. 

      Custom themes are also useful for concepts or topics that have a limited time span (if you’re planning a renovation, for example), as they can be dissolved or reassigned into other themes when you no longer wish to keep a close eye on them

      You will also see a list of the “Primary Themes” that AI is watching. These are not editable and are determined by the questions asked in your surveys and by online review sites. 

      To set up your action items:

      1. Log in to your GuestRevu account at https://my.guestrevuapp.com
      2. Click on Account > AI Settings > Action Items (NOTE: only users with account preferences permission will see this page)

      From here, you can give the AI more detailed instructions for detecting possible action items or excluding feedback from creating action items. For example, you could instruct the AI:
      “The Langdon Hotel does not provide televisions in the guest rooms because we prefer that guests enjoy the atmosphere of the lounge and the many activities available in the area. If guests complain about no televisions in the rooms, do not create action items around this”. 

      You can customise the departments that action items could be allocated to by removing any that aren’t relevant or selecting additional ones for AI to consider when suggesting action items. You can also assign default assignees within each department; these are the users who will automatically be notified if you choose to turn the action item into a service ticket.

      Understanding the AI Analytics reports

      Overview

      The overview provides a high-level summary of your guest feedback, giving you a quick snapshot of what’s going well, and where improvements can be made

      1. An AI-generated report summarising your guest feedback, highlightingwhat went well and what didn’t go so well 
      2. Suggested action items 
      3. A breakdown of emotions and mentions identified in guest comments

      💡 Top Tip: Use the overview as your starting point to quickly assess performance and spot areas needing attention.

      Themes

      The themes page categorises guest comments and feedback into various areas for more streamlined analysis. On this page, you’ll see a word cloud where themes that appear more frequently in guest comments are displayed in a larger font, and one that are mentioned less frequently are smaller. 

      The themes in the word cloud are also colour-coded according to sentiment in a gradient from green to red, with green being the most positive, and red the most negative. 

      💡 Top Tip: You can toggle between primary themes (determined by your survey questions) and custom themes (created by you) at the top of your screen, or filter by positive, neutral or negative sentiment 

      Below the word cloud, this data is displayed in table format, listing each theme, the number of mentions, the sentiment score (where 0% is most negative and 100% is most positive), the sentiment category (positive, neutral or negative), and the theme type (primary or custom).

      💡 Top Tip: from the Actions menu, you can view related keywords for a theme, reassign a theme or remove themes that aren’t relevant

      Keywords by theme

      Dig deeper into the keywords driving each theme. You can use filters to refine your view by mentions, scores or keywords, specific survey questions, minimum mention threshold or sentiment.

      Click on a theme to explore it further; you’ll be able to view the sentiment trend for this theme over time, a word cloud, word frequency, or a detailed table that highlights how the theme is performing.

      People & Things

      People & Things are specific items mentioned in your reviews (e.g a person, place or object). An AI summary of which detected people and objects influenced guest experience positively or negatively is provided along with a trend analysis, colour-coded wordcloud, word frequency bar grouped colour-coded by sentiment, and a People & Things table, which breaks down the person or thing by mention, sentiment score and sentiment.

      💡 Top Tip: Use filters to drill down into specific mentions and spot patterns by department or service. You could even monitor how a specific staff member is being praised (or complained about) and reward the staff member for outstanding performance.

      Emotions

      The Emotions report helps you understand the potential emotions driving guest comments. Here you’ll find total mentions and reviews per emotion, a trend analysis graph showing emotions over time, an emotions pie chart, and an emotions table breaking down each sentence in which the AI detected a specific emotion. The columns in this table show the emotion, the sentiment score, the sentiment classification,  the part of the review of where the emotion was detected, as well as an explanation from the AI as to why it assigned the emotion to the comment.

      💡 Top Tip: Positive emotions that come up in reviews can give your marketing team an idea of the tone that will resonate best with your audience.

      Action Items

      AI suggests action items based on complaints or suggestions made by your guests. These suggested action items can be turned into service tickets and assigned to the relevant departments for resolution.

      💡 Top Tip: you can toggle between active, resolved or rejected action items, or you can filter by department

      To bulk edit your action items, follow these steps:

      1. Click on Bulk Edit
      2. You can select all or you can tick the individual boxes
      3. At the bottom of your screen you can re-assign departments in bulk, change the status (active, resolved, or rejected) or delete your selection entirely