Product · Operations
Concierge Copilot
Patients message naturally on WhatsApp — book a room, report AC, order visitor passes, extend parking. The copilot executes against building systems directly and escalates with full context only when it can't.
Requests handled
18,400
▲ 12%vs prior 30 days
Self-resolved
70%
▲ 29%8-week improvement
Median resolution
2m 40s
From message to closed
Patient CSAT
4.7 / 5
▲ 4%18,400 rated conversations
Escalation rate
12%
▼ 45%down from 22% in W1
Aiera voice handoff success
78%
▲ 20%context passed cleanly to human
Avg human handle time
2.7 min
▼ 50%once escalated
Cost avoided (annualised)
₹2.6 Cr
~1,120 FTE hours saved / month across 10 centres
Self-resolution rate by category
Weekly, no human touch required
Request mix
Share of all conversations
24.6k
Conversations
Conversation funnel
Message → resolved without human, last 30 days
Conversation language mix
Detected language of inbound message
Hindi and Kannada together are 41% of volume — escalation roster coverage should mirror this split.
Intent catalogue
What the copilot handles and which system it acts on
| Intent | Volume / mo | Auto-resolve | Median time | System |
|---|---|---|---|---|
| Book meeting room | 6,980 | 96% | 38s | Room booking engine |
| Issue visitor pass | 4,050 | 94% | 52s | Access control (Envoy) |
| Report AC / temperature | 3,120 | 41% | 3m 10s | Facilities CMMS |
| Wi-Fi / IT reset | 2,560 | 88% | 1m 05s | Network controller API |
| Extend parking | 980 | 90% | 44s | Parking management |
| Invoice / billing query | 1,100 | 58% | 4m 40s | Billing (NetSuite) |
| Extra bed / room upsell | 610 | 22% | Routed to sales | CRM handoff |
Performance by centre
Requests, self-resolution, CSAT and open escalations
| Centre | Requests / mo | Self-resolved | CSAT | Escalations |
|---|---|---|---|---|
| Cadabam's Jayanagar, Bengaluru | 5,320 | 76% | 4.8 / 5 | 24 |
| Cadabam's Kanakapura Rd, Bengaluru | 4,180 | 71% | 4.6 / 5 | 31 |
| Cadabam's Hyderabad Kondapur | 3,940 | 68% | 4.5 / 5 | 38 |
| Cadabam's Mysuru | 2,460 | 74% | 4.7 / 5 | 15 |
| Cadabam's Mangaluru Kadri (pipeline) | 1,580 | 59% | 4.2 / 5 | 22 |
| Cadabam's Bannerghatta (pipeline) | 920 | 63% | 4.3 / 5 | 12 |
Live escalation queue
Requests the copilot couldn't close alone
| Family | Centre | Issue | Priority | Owner |
|---|---|---|---|---|
| Lumen Health | Cadabam's Mangaluru Kadri (pipeline) | L9 AC — 3rd report in 48h | P1 | Facilities |
| Orbit Payments | Cadabam's @ GBB Kanakapura | 40 visitor passes for event tomorrow 9am | P2 | Community |
| Kite Studio | Cadabam's Bannerghatta (pipeline) | Printer fault, auto-ticketed to vendor | P3 | Vendor |
| Zeta Fintech | Cadabam's Jayanagar Bengaluru | Requested extra meeting room block — upsell signal | Revenue | Sales |
| Northlane GCC | Cadabam's Jayanagar | Badge access failing for 6 new joiners | P1 | Facilities |
Sample conversation
Cadabam's Mangaluru Kadri (pipeline) · WhatsApp thread
Hi, AC on the 9th floor near cabin 4 isn't cooling since morning.
Sorry about that — logging a facilities ticket for Cadabam's Mangaluru Kadri (pipeline), L9 near cabin 4 now. This is your 3rd report this week, so I'm flagging it as urgent.
Ticket #FC-8842 raised, technician ETA 25 minutes. I've also notified your community manager Ritika.
Thanks. Also can you book meeting room Delta for 3pm, 6 people?
Delta is free 3:00–4:00pm — booked and calendar invite sent to your team.
Hi, this is Ritika — following up personally on the AC issue, apologies for the repeat fault. I'm on-site now.
Full context — ticket history, prior sentiment — was passed to Ritika automatically on handoff.
CSAT by request category
Rated after every closed conversation
4.7 / 5 average across 18,400 requests
Lowest band — repeat AC faults dragging score down
Fully automated flows score highest
Request volume by hour and type
When patients message, and about what
What the concierge agent is flagging
Synthesised from this week's conversations and escalations
Facilities auto-resolve stuck at 41%
P1Repeat AC complaints at Mangaluru Kadri are dragging the category CSAT to 78. Recommend a preventive-maintenance webhook so the copilot can proactively notify affected rooms before a 2nd complaint.
Billing auto-resolve improving but still under target
Watch58% self-resolve, mostly blocked on proration disputes needing a human judgement call. A guided disclosure at booking time could cut disputes ~15%.
Room-upsell signal from Zeta Fintech
Revenue3 extra-room requests in 2 weeks via concierge — routed to AE as a expansion lead, consistent with the Revenue-tagged escalation queue.
Hindi-language requests under-triaged
Ops28% of conversations are in Hindi but only 19% of escalations get a Hindi-speaking human — align on-call roster with language mix.
Cost saved
Estimated operational impact
FTE hours saved / month
~1,120 hrs
Equivalent headcount
3.2 FTE / 10 centres
Cost avoided (annualised)
₹2.6 Cr
Requests deflected from CM
12,880 / month
How it works
Message to resolution
Message in
Patient texts Cadabam's concierge number on WhatsApp — no app download needed.
Intent + entity extraction
LLM classifies intent, pulls centre, floor, room, date/time and urgency from natural language.
System action
Copilot calls booking engine, access control, facilities CMMS or billing system directly via API.
Escalate or close
If action fails or sentiment is negative twice, a human with full context is looped in within 60 seconds.
Recommended actions
Surfaced by the concierge agent this week
Dispatch technician to Cadabam's Mangaluru Kadri (pipeline) L9
Third AC complaint this week — SLA breach risk, CM already notified.
Route Zeta Fintech room upsell to AE
Pattern of extra room requests signals genuine expansion need.
Audit billing intent auto-resolve rate
58% is below target — most failures are proration disputes.
Share objection script with Bannerghatta CM team
Wi-Fi complaints up 18% WoW after router firmware update.