TrustYou Replaces the Dashboard With a Conversation

Ask TrustYou is live today on every TrustYou hotel plan. Anyone on the team, from the front desk to the CEO, can now ask their guest data anything in plain language and get an analyst’s answer with evidence and the next step.

TrustYou today launched Ask TrustYou, available immediately on every hotel plan from Lite to Enterprise. It is the largest release in the company’s recent history, and it changes what “analytics” means in hospitality.

For thirty years, understanding guest feedback has meant reading dashboards, filtering charts, and waiting for reports. Ask TrustYou removes that layer. A hotelier types a question the way they would ask a colleague, and gets an answer from a system that has read every review the property or the group has ever received, understands hospitality, lets you keep digging until you reach the cause, and proposes what to do about it.

The interface everybody already knows

Millions of people have now had the experience of asking an AI a question and receiving a real answer. Ask TrustYou is that experience, pointed at a hotel’s own guest data.

The difference is what sits behind it. A general assistant finds one relevant passage and reads it back. That works for a document. It fails for a hotel group whose feedback is tens of thousands of short, contradictory comments in a dozen languages, where the true answer is spread across all of them at once. Ask TrustYou reads every one before it answers. When a hundred guests praise breakfast, and twenty complain about the coffee, the answer says both, and shows where each came from.

It also knows the business. It understands what a sentiment category or score means for a property, compares properties within your portfolio, tracks a topic over time, and accepts questions in the manager’s or guest’s language. That is eighteen years of hospitality sentiment and semantic analysis, now available as a conversation.

One question is only the start

Ask TrustYou is a conversation, not a search box. Ask why cleanliness scores dropped at three hotels. Then ask which shifts. Then ask what the guests actually wrote. Then ask what to do about it. Each answer builds on the previous one, so the investigation goes deeper rather than restarting from a blank slate each time. Conversations stay where you left them, so last week’s breakfast thread is still there when you want to carry on.

And it does not stop at the finding. Ask what to do, and you get a recommended action plan, specific to those properties, that a GM can take into the morning meeting.

“The commercial side of a hotel has had analysts for thirty years. The guest side has had spreadsheets, even though guests produce as much data as bookings do,” said Benjamin Jost, Founder and CEO of TrustYou. “Ask TrustYou does not give hoteliers a better report. It ends the report. You ask, you get the answer, you act. That is a different industry than the one we had last week.”

What teams actually did with it

More than a dozen hotel groups across Europe, the Middle East, and the Asia Pacific region ran Ask TrustYou in beta. None of them started with dashboards. They started with the questions that had been sitting on their desks for months: what guests complain about at breakfast, how cleanliness compares across the group’s own city hotels, which property improved most this month, and why.

A duty manager checked what arriving guests had said about check-in before a busy weekend. A GM who noticed breakfast scores slipping at four properties had the dishes, the timing, and the guests’ own words in front of him before the morning meeting ended, and fixed it that week. One European group cut monthly guest-feedback reporting from most of a working day to well under an hour. Another took the answers straight into its board presentation.

Answers you can check

Every answer is grounded in the hotel’s own guest reviews inside the TrustYou Customer Experience Platform, never on the web and never on another hotel’s data. Each answer shows the date range it used and the reasoning behind it, so a hotelier can check the conclusion rather than take it on trust. This first version covers guest reviews, the largest and most public body of feedback a hotel has, and that focus is deliberate: an analyst is only as trustworthy as the data it reads.

On every plan, from day one

Analysis of this kind has always sat behind an enterprise contract or an analyst’s salary. From today, it is part of every TrustYou hotel plan, from a single property on Lite to a global group on Enterprise, with a free monthly allowance of chats and expansion packs priced openly on the TrustYou website.

“This is the most powerful thing we have ever put in front of a guest experience team, and it changes how that team works, because instead of waiting for a report, they simply ask,” said Steven Dow, Chief Revenue Officer of TrustYou. “Technology that changes how people work should not be rationed to the customers with the biggest contracts, which is why every hotel customer gets it from today.”

Availability

Ask TrustYou is live now in the TrustYou Customer Experience Platform for customers worldwide. Open it and ask the question you have been meaning to answer for months. More information at www.trustyou.com/features/ask-trustyou/.

Ask TrustYou at a glance

• What it is: a conversation with an analyst that has read all of your guest feedback, instead of a dashboard you have to interpret
• Who can use it: anyone with a TrustYou CXP login, any role, any property count, no training
• How it works: a conversation, not one question and one answer. Drill from the headline finding to the shift, the dish, and the guest’s own words
• Picking it back up: conversations are saved, so you can reopen one and keep going
• What it reads: the hotel’s own guest reviews in TrustYou, and nothing else
• What it gives back: the answer, the evidence, the date range, the reasoning, and a recommended action
• Languages: ask in the manager’s language, it reads the guest’s
• What it costs: included on every hotel plan, with a free monthly chat allowance and expansion packs priced on the TrustYou website
• Availability: now, worldwide

About TrustYou

TrustYou is hospitality’s memory: the platform that unifies what guests feel, what they do and what they ask in a single system. Since 2008, more than 100,000 hospitality businesses have used TrustYou to understand their guests, act on what they learn, and keep the relationship going between stays.

That memory has three parts, built to work as one:

• Customer Experience Platform (CXP), the memory of experience: reviews, surveys, sentiment and reputation, captured and acted on across every touchpoint.
• Customer Data Platform (CDP), the memory of the customer: every transaction and interaction resolved into one golden profile, and activated through service and marketing communication.
• TrustYou Agent, the memory of conversation: one AI agent across every channel, from web to WhatsApp to email, around the clock and in every language, closing the loop so that outbound messages from the CDP and inbound replies to the Agent belong to the same continuous conversation.

Every interaction adds to the memory, so the system knows each guest better than it did the day before.

TrustYou is headquartered in Munich, Germany, and serves hospitality brands in over 165 countries. Learn more at www.trustyou.com.

Contact

TrustYou
Andreea Bogdan, Marketing Executive
www.trustyou.com