Multi-agent AI- Automated Guest Feedback Intelligence for The Oasis

Solution

Folio3 implemented Pronto as a multi-agent Agentic AI solution, using a layered orchestration model to manage the complete guest review lifecycle from detection to response and insight generation.

• Review Monitoring Agent (The Listener): This always-active agent continuously tracks new Google reviews, identifies sentiment, and highlights urgent feedback that requires immediate attention.
• Conversational Response Agent (The Communicator): Using advanced NLP capabilities, this agent interprets guest intent and identifies specific mentions such as “pool temperature,” “room service,” or “concierge experience” to create personalized, brand-aligned replies.
• Human-in-the-Loop Approval Agent (WhatsApp Copilot): Folio3 introduced a lightweight approval workflow that sends drafted responses directly to The Oasis managers via WhatsApp. Managers can approve replies with a single tap, while any edits are used to improve future tone and response accuracy.
• Autonomous Engagement Agent (The Auto-Responder): For high-confidence 4- and 5-star reviews, this agent automatically publishes timely thank-you responses, ensuring positive feedback is acknowledged without adding to the team’s workload.
• Insight & Learning Agent (The Analyst): This agent continuously reviews guest feedback to identify recurring themes such as check-in delays, facility concerns, or service highlights, turning review data into real-time business intelligence.
• Orchestration & Scalability Layer: A central Folio3 orchestration layer coordinates all agents across multiple properties, maintaining security, consistency, and brand governance as The Oasis continues to scale.

Result

By moving from manual review workflows to Folio3’s agent-led system, The Oasis achieved a 98% response rate and reduced manual administrative effort by 90%. Within the first six months, the group also saw a 0.5-star improvement in aggregate ratings. Most significantly, The Oasis was able to convert raw guest feedback into structured, actionable insights, contributing to a 15% improvement in guest satisfaction scores for facilities identified by the Insight Agent.