Concierge & Knowledge Assistant · Documentation
User Journey
The end-to-end path through Concierge & Knowledge Assistant, from trigger to outcome.
← Concierge & Knowledge Assistant- 1
Question → grounded answer
A guest opens the panel and asks a question. The adapter scores every knowledge article by term overlap (tags, title, body), grounds on the top one or two, and drafts a cited answer with a confidence derived from the match strength. The conversation is multi-turn and persisted, so the thread survives a reload. A `concierge.answered` event is emitted on the shared bus.
- 2
Dead-end → routed ticket
When nothing grounds, the assistant offers escalation. Accepting calls `escalateToTicket`: it raises a `concierge_ticket`, emits `ticket.created`, and sends a simulated confirmation notification. That `ticket.created` event is consumed by the C2 inbox spine — so a guest's unanswered question becomes a tracked support item in the operator console, connecting guest experience to the support cluster without either app holding a private copy of the ticket.