Why Use a Bot System?

Automated support systems — like our Rocco — are designed to make your life easier. They instantly deliver the information you need, reduce waiting times, and help our Support Team focus on the questions that truly require human attention.

In short, bot systems combine speed, accuracy, and efficiency, giving you the best of both worlds: quick answers and personalised help when needed.

How Bot Systems Work

When you type your question in the chat, the bot analyses your message and searches for the most relevant guide or instruction from our Help Centre.

If it can’t find a full solution, it will collect more context and pass your message to a human agent — ensuring they already have the background and details they need. This means you never start from zero when a ticket is created!

Best Practices for Using Any Support Bot

To make your experience smoother, try these universal tips — not just for Rocco, but for any automated support assistant:

1. Be clear and specific.

   • Avoid: “Problem invoice.”

   • Use: “How can I correct an invoice that shows the wrong amount?”

2. Ask one question at a time.
    Bots work best when focused — it helps them find exactly what you need.

3. Use keywords that describe what you need.
    Think of it like a Google search — short and relevant terms work best.
   
   

4. Keep a friendly, simple tone.
    Bots are designed to recognise questions and requests, not emotions. Phrase your messages as direct queries.

5. Don’t worry if it can’t solve everything.
    Bots are great for quick solutions but not perfect. When something is complex, it’s immediately escalated to a human.

6. Provide context when asked for a summary.
    If the system requests a short description before escalating, that helps human agents respond faster and more accurately.

What Makes Rocco Special

Rocco isn’t just any chatbot — he’s specifically trained on RoomRaccoon’s systems and processes. That means he understands topics like:

• Reservations, invoicing, and payments

• Channel Manager connections

• Rate plans and restrictions

• Booking Engine setup

• System configuration and troubleshooting

Rocco’s goal is to save you time and keep your experience smooth, 24/7.

Best Practice Summary

• Keep your questions short, specific, and clear.

• Always answer Rocco’s follow-up questions — they help refine the solution.

• Use Rocco as your first step before creating a ticket.

• If Rocco can’t help, you don’t need to repeat yourself — all chat history goes directly to our Support Team.
  
  

Tip: The more you interact with Rocco and other automated systems, the smarter and faster they become. Every conversation helps improve future responses — for you and for all RoomRaccoon users!