How the AI-Concierge works in practice
As a generative AI service, AI-Concierge offers you a completely new dimension of brand communication with your customers.
Easily accessible.
On all devices.
Ready to use without any technical knowledge: The AI-Concierge runs on all devices—whether laptop, smartphone, or tablet. Voice input and output also ensure barrier-free communication.
The AI-Concierge as valuable internal and external support means for you:
Fewer calls from your customers
Greater customer satisfaction
More motivated customers
Fast and effective solutions
Better information in your specific corporate identity
The unique technology of the AI-Concierge enables AI in customer service in an automated process at the highest level of competence:
Step 1: Text or voice input – deep understanding of questions.
Whether typed or spoken, the AI-Concierge accepts every request as natural language input. It not only recognizes words, but also understands the intention behind them. Tone, word choice, and sentence structure are all factored into the interpretation, allowing the AI to analyze what is meant, not just what is said.
In a fraction of a second, the AI-Concierge creates a precise internal prompt from this request: it links the user’s request to the appropriate content from your website, structured data sources, and your knowledge database. The result is an intelligent, context-sensitive response – formulated at eye level and always in the appropriate language level.
Step 2: Information comparison – stored knowledge.
The AI-Concierge reads all of your website content every day and automatically compares it with its knowledge base. In addition, company-specific data sources – such as FAQs, PDFs, product data, internal documents, or external interfaces – can be integrated in a targeted manner.
This creates a constantly updated knowledge base that the AI-Concierge accesses in real time for every query – automatically, securely, and, if desired, completely on-premise at your or our data center. The result: answers that are not only correct, but also contextually accurate, brand-consistent, and up to date. All of this is, of course, GDPR-compliant and processed in accordance with information security standards.
Step 3: Provide a response – relevant and to the point.
The AI-Concierge uses an Agentic RAG pipeline (retrieval-augmented generation) with integrated software agents to generate a context-based, accurate response to every user query. It doesn’t just use generative AI models – the AI-Concierge actively selects relevant content from various sources such as website texts, structured data, images, or links.
The software agents evaluate this content in real time in terms of quality, timeliness, and relevance. The result is an intelligent, reliable answer – supported by advanced tooling such as semantic search, Hyper-RAG, and modular extensions such as image processing or external data connections.
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AI in customer service with maximum customization
The individual functions of automated customer communication with the AI-Concierge can be customized down to the smallest detail.
How does the AI Concierge generate its knowledge?
The AI-Concierge connects different nuances of knowledge components according to their relationships and processes all information according to your specifications as a user.
Cockpit
The customer cockpit summarizes frequently asked questions on specific topics so that the most important issues can be identified at a glance. By editing questions and answers on key topics, you can optimize your customer communication and gain valuable input for your SEO strategy!
Chats
The AI-Concierge’s voice is impressive: the highly intelligent AI tool knows how to play with language and, just like in personal communication between people, uses emojis and a wide range of stylistic nuances that you can define according to your company’s internal communication style. The AI-Concierge keeps you up to date at all times in the chat overview: Which questions were entered by interested parties on the website, and in which languages? How were these questions answered? Was the customer satisfied?
Structured data
Structured data is machine-readable information that is available in clearly defined formats such as CSV, JSON, XML, or Excel files. The AI-Concierge uses this data to automatically process large amounts of information about your products, services, and how they relate to each other – such as opening hours, transport connections, or tourist attractions in tourist regions.
The data is updated daily, and changes can be made at any time thanks to scraping. A wide variety of systems can be connected via API interfaces – flexibly, scalably, and without format restrictions.
Dynamic Data Management
In addition to structured data – i.e., externally integrated, machine-readable information sources – you can also provide the AI-Concierge with dynamic data. You can flexibly maintain this content yourself via an editorial interface: for example, specific connections between products, additional information on services, or context-related knowledge that goes beyond the website.
The difference: While structured data is read in automatically, dynamic content can be controlled manually in a targeted manner – to set priorities, add explanations, or highlight current topics. This makes your AI-Concierge a truly competent assistant in your field.
FAQ and Corrections
Beyond dynamic data, your topics and content can be personalized and regionalized: Thanks to its learning ability, the AI-Concierge is fed specific information from your company context and prepared for related questions – tailored to your customers’ information needs.
At the same time, you can use “corrections” to store new content or short-term information to temporarily or permanently replace the usual answer to a specific customer question.
Files
Additional content such as instructions, product descriptions, or background texts can be integrated into the AI-Concierge as structured files (e.g., PDF, TXT, CSV). In addition, external systems can be connected via API – such as WhatsApp, CRM systems, or booking platforms. This gives the AI-Concierge access to additional, context-relevant information and enables it to provide consistent answers across different channels.
Scraping
Using website scraping, the AI -Concierge can also process unstructured data – such as continuous text, descriptions, or notes on your website – in a targeted manner. You control exactly which content is to be actively used: specific topics can be activated or deactivated at any time, either permanently or temporarily. This ensures that the knowledge base available to your customers and guests always remains relevant and precisely controllable – even when content changes.
Governance/DS-Compliance
The AI-Concierge is operated in an Austrian data center, with all data processed within Austria. The service only uses the minimum necessary data, such as session ID and language settings, which are anonymized after the session. External large language models only receive heavily reduced, non-personal information to ensure data protection and security. Chat content is neither stored nor used for AI training. This strict data usage complies with GDPR requirements and offers users a trustworthy, flexible solution.
Further information can be found in the following PDF:
On-Premise
The AI-Concierge is also available as an on-premise solution – ideal for organizations with high requirements for data security, control, and integration capability. It runs entirely within your own IT infrastructure, processes sensitive content locally, and can be seamlessly integrated with internal systems such as your CRM or DMS. This allows you to enjoy all the benefits of generative AI without sharing any data externally.
Customized detailed configuration
Custom configuration
In your personal setup, you can customize the AI-Concierge – in terms of language, behavior, and appearance. This includes common abbreviations, phrases, or technical terms, as well as the design of the user interface. The visual appearance (client design) is automatically generated by AI (CSS-based) upon request and can be adapted to your corporate identity. The response behavior and technical integration (e.g., as a widget or overlay) can also be flexibly defined.
AI-Concierge Client
Questions can be entered in text form or via voice input – in any language. The AI-Concierge automatically recognizes the language used and responds in accordance with the client design in the respective language context of the end device or browser.
Thanks to API connectivity, the AI-Concierge can also be integrated into external communication channels, such as WhatsApp Business or CRM systems.
Sandbox
After entering new knowledge, the answers can be tested by experimenting with different prompts. In addition to different languages, various forms of address – such as formal versus informal – and language styles can be selected depending on brand identity or corporate language. Furthermore, the desired length of the answers can be freely defined depending on the target group, the company’s communication style, and the purpose of the communication.
Expertise based on solid experience
For over five years, we have been developing intelligent solutions based on generative AI – including tourism projects, movement predictions, logistics applications, and media analysis. This expertise flows directly into the development of the AI-Concierge.
Our technology enables customer communication in over 100 languages – without the need for constant retraining. This ensures that your digital customer service is always up to date, multilingual, and efficient. With the AI-Concierge, you can address all target groups worldwide easily, effectively, and around the clock.