Product · Operations
Concierge Copilot
Members 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
Last 30 days
Self-resolved
70%
+29pt in 8 weeks
Median resolution
2m 40s
From message to closed
Member CSAT
4.7 / 5
18,400 rated conversations
Self-resolution rate
Weekly, no human touch required
Request mix
Share of all conversations
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 desk / room upsell | 610 | 22% | Routed to sales | CRM handoff |
Live escalation queue
Requests the copilot couldn't close alone
| Company | Centre | Issue | Priority | Owner |
|---|---|---|---|---|
| Lumen Health | Krishe Sapphire Hyderabad | L9 AC — 3rd report in 48h | P1 | Facilities |
| Orbit Payments | Galaxy BKC Mumbai | 40 visitor passes for event tomorrow 9am | P2 | Community |
| Kite Studio | Baner Pune | Printer fault, auto-ticketed to vendor | P3 | Vendor |
| Zeta Fintech | Prestige Central Bengaluru | Requested extra meeting room block — upsell signal | Revenue | Sales |
| Northlane GCC | Embassy Golf Bengaluru | Badge access failing for 6 new joiners | P1 | Facilities |
Sample conversation
Krishe Sapphire Hyderabad · WhatsApp thread
Hi, AC on the 9th floor near cabin 4 isn't cooling since morning.
Sorry about that — logging a facilities ticket for Krishe Sapphire, 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 members message, and about what
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
Member texts WeWork India 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 Krishe Sapphire 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 Baner CM team
Wi-Fi complaints up 18% WoW after router firmware update.