In AdvanceCM AI-generated incidents ensure that no guest issue goes unnoticed. By analyzing guest messages and reviews in real time, the system automatically creates incident for staff to follow up — improving service quality, speed, and accountability.
Key Objectives:
Proactively identify problems from guest communication (e.g., “no hot water,” “dirty towels,” “Wi-Fi issues”).
Reduce manual oversight by eliminating the need for staff to monitor every message or review.
Boost guest satisfaction through faster response times and better issue tracking.
Create a consistent process for handling service breakdowns or complaints.
AI based Incident creation is free of cost, no balance will be deducted for using it But If you are not subscribed for Artificial Intelligence App in Tokeet Appstore then this option will be disabled by default.
How it works?
You can access Incidents tab in Artificial intelligence overlay.
AI Incidents and Task approval will be created in different Scenarios:
1- AI Incident & Task Approval creation through Guest Messages
When this toggle is enabled as mentioned in below screenshot then whenever some bad or negative message is received from guest, incident will be created.
Go into AdvanceCM Inquiries Inbox and see that if any guest has shown some frustration or complaint about some items about rental premises then incident will be created and property manager will be asked to create a task against the created incident. See below screenshot for more details.
Property manager can Reject the task creation request and task will not be created.
Property manager can Approve & Create Text and task will be created.
2- AI Incident & Task Approval creation through Guest Reviews
When this toggle is enabled as mentioned in below screenshot then whenever Negative Review is received from guest, Incident will be created and Task approval will be required against the incident.
If guest review contains any negative feedback then Incident will be created and Task approval will be required as mentioned in below screenshot.
Approve & Create Task: Task create overlay will appear and once approved, task will be created successfully.
Reject: Task approval will be rejected successfully and no task will be created.
3- Incident creation via Autopilot
When incident is created via Autopilot then if Create a task toggle is enabled then we give option to user to select checkbox Review Task Before Creation.
If this checkbox is selected, then whenever Incident Automation is triggered, a task approval request will be generated. The property manager will need to approve the task creation. Task approvals will be visible in the Task List View or the Reviews List View.
Detection Sensitivity
This defines when to generate incident via AI. This is purely controlled by AI.
High: If high is selected then incident will be created for All type of problems even for minor negative message or review.
Medium: If medium is selected then incident will be created even for High level and medium negative message or review but not for low level problems.
Low: If low is selected then incident will NOT be created for minor negative message or review. Incident creation will occur for ONLY high level problems reported by guests via message or review.
Notifications
Whenever AI Incident will be created, user can be notified by choosing Email, SMS or Push notification on mobile.
How Task workflow works on basis of Incident creation?
Whenever an incident is created, the property manager will be prompted to approve task creation and select a task assignee. This gives the property manager greater control over operational costs by deciding whether or not a task should be created for a particular incident.
Task approval option can be found in below sections:
Reviews
In Reviews List View you can find the Pending Task Approval button which will load all the tasks which need approval
Click on the Pending Task Approval button will open overlay with three tabs:
From Message: These tasks are auto-created from a guest message and requires approval assignment.
From Review: These tasks are auto-created from a guest review and requires approval before assignment
Others: These tasks are auto-created from incident automation and requires approval before assignment
Click on the Approve & Create Task button and it will open Task create view and property manager can update task details and click Approve button and task will be created successfully.
Click on Reject button and task approval will be rejected successfully.
Tasks:
In Tasks List View you can find the Pending Task Approval button which will load all the tasks which need approval
Click on the Pending Task Approval button will open same overlay which is already explained in above section on Reviews List View