XoomTicket watches new hotel call recordings, identifies actionable complaints and creates a routed, prioritised ticket for your team.
XoomTicket turns the operational signal inside guest calls into a ticket your hotel team can own.
Each new recording is transcribed and assessed for an actionable complaint. Calls that are not actionable are logged without creating unnecessary tickets.
XoomTicket uses each property's current department list to suggest a route. Low-confidence calls go to the property's fallback department instead of being guessed.
Every created ticket includes action points, a priority, an original-language transcript and a department-specific acknowledgement message.
XoomTicket polls each property's recording folder and keeps a ledger of files it has seen. A file is processed only after it is stable, so recordings still being uploaded are left alone.
Analysis returns an original-language transcript, sentiment and a separate actionable-complaint decision. A negative call about something outside the hotel's control does not automatically create a ticket.
An empty or unintelligible transcript is treated as an analysis failure, so it can be retried rather than quietly treated as no complaint.
For every call, XoomTicket uses the property's current department names and descriptions for classification. That keeps routing specific to how each hotel actually operates.
When department confidence is low, the ticket goes to the property's General / Unassigned fallback instead of being sent to the wrong team.
When a complaint is actionable, XoomTicket opens a ticket with action points, transcript, routed department, priority and a department-specific acknowledgement message.
The pipeline is designed to make routing reliable without keeping audio longer than it is needed.
Tracks recordings per property so the worker processes only new files.
Recordings that are still changing wait until they are stable across polls.
Failed pipeline runs are retried up to the configured limit instead of being lost.
Local audio is deleted after success or a terminal failure; it is not permanently retained.
Only calls identified as actionable complaints open a ticket.
Low-confidence department suggestions are sent to the property's fallback department.
Each actionable complaint receives a high, medium or low priority for sorting and response.
The initial Open status is recorded, creating an audit trail for later staff updates.
Clear answers on recordings, complaint decisions, routing and ticket creation.
Still curious? Talk to our teamA ticket is created only when the analysis identifies an actionable complaint. Sentiment alone does not decide this, so a negative call about something outside the hotel's control can be logged without opening a ticket.
The recording is marked as processed in the file ledger, but no ticket is created. This keeps the ticket queue focused on guest issues your team can act on.
For each call, the analysis receives the property's current department IDs, names and descriptions. It classifies only against that list, so the routing reflects the hotel’s own operating structure.
When department confidence is low, XoomTicket routes the ticket to the property’s configured fallback department, such as General / Unassigned, rather than guessing.
No. The worker downloads the recording locally for analysis and deletes that local file after a successful run or terminal failure, following the product's transient-storage approach.
An actionable ticket includes the routed department, Open status, priority, action points, original-language transcript, sentiment, acknowledgement message and an initial status-history entry.