Task Automation
HiLucy's task automation system turns guest conversations into actionable work items. When a guest messages LucyAI with a request, the AI captures the details, creates a service request, assigns it to the right staff member, and tracks it through completion -- all without manual intervention.
How Service Requests Are Captured
LucyAI listens for guest requests during conversations and follows a structured capture flow:
- Intent detection -- LucyAI identifies that the guest is making a service request (e.g., "Can I get extra towels?" or "The AC in my room isn't working")
- Detail gathering -- If needed, LucyAI asks follow-up questions to collect the guest's name, room number, and request specifics
- Category assignment -- The request is categorized (housekeeping, maintenance, concierge, room service, etc.)
- Duplicate detection -- LucyAI checks if a similar request in the same category was already submitted recently to prevent duplicates
- Task creation -- The service request is submitted to HiLucy's backend, which creates the task and notifies the appropriate staff
Automatic Staff Assignment
When a service request is created, HiLucy determines the right staff member based on:
- Request category -- Housekeeping requests go to housekeeping staff, maintenance issues to the maintenance team, and so on
- Property assignment -- Staff are assigned to specific properties/listings, so requests route to the team responsible for that unit
- Availability -- The system considers which staff members are currently on shift
Monday.com Sync
If your property has the Monday.com integration enabled, every service request automatically appears on your Monday.com board:
- New items are created in the designated board with full request details
- Status column reflects the current state (Backlog, In Progress, Done)
- Priority and category are populated from the AI's classification
- Updates from staff (notes, status changes) sync bidirectionally between Monday.com and HiLucy
This gives your team a familiar Kanban board interface for managing all guest requests alongside other operational tasks.
Task Lifecycle
A typical task moves through these stages:
| Stage | What Happens | |-------|-------------| | Created | LucyAI submits the service request; task appears in HiLucy and on the Monday.com board | | Assigned | Task is routed to the appropriate staff member or team | | In Progress | Staff acknowledges and begins working on the request | | Completed | Staff marks the task as done; guest can be notified of completion | | Cancelled | Task is cancelled if the guest withdraws the request or it is a duplicate |
AI Workflow Automation
Beyond guest service requests, HiLucy's AI workflow engine uses Monday.com as a task backbone for broader operational automation:
- Bug reports and internal issues are created as Monday items with full context
- Approval gates allow human-in-the-loop workflows where a staff member must approve an action on the Monday board before the AI proceeds
- Status webhooks from Monday.com trigger downstream actions in HiLucy when staff move items between stages
What Staff See
Staff members interact with tasks through two interfaces:
- HiLucy Admin Dashboard -- The front desk escalation view shows all active service requests with guest details, category, priority, and current status
- Monday.com Board -- A Kanban-style board where staff can drag tasks between columns, add notes, attach files, and update statuses
Both interfaces stay in sync, so staff can use whichever tool fits their workflow.
Best Practices
- Keep categories consistent -- Use standard categories (housekeeping, maintenance, concierge, etc.) so routing rules work correctly
- Respond to tasks promptly -- Moving a task to "In Progress" lets LucyAI inform the guest that their request is being handled
- Add notes on the Monday board -- Notes sync back to HiLucy and provide context for future reference
- Review the duplicate detection window -- LucyAI prevents duplicate requests within a short time window for the same category, reducing noise for your team