Aurelia docs
Operating model
Aurelia works best when ownership is explicit. Someone owns the product behavior, someone owns the website integration, someone owns the knowledge quality, and someone owns the review loop. Without that model, the assistant drifts into an ungoverned widget.
CTOs, digital leaders, product teams, brand teams, and operators planning a production rollout.
7 min
Define who owns Aurelia across product, engineering, brand, analytics, and knowledge operations.
Ownership model
Aurelia is cross-functional by nature, so roles need to be explicit from the start.
| Team | Primary responsibility | Typical decisions |
|---|---|---|
| Product | Own the guest journey, launch points, and success metrics | Where Aurelia launches and what next-step patterns it should support |
| Engineering | Own the host integration, context contract, and operational reliability | How Aurelia is mounted, instrumented, and kept stable in production |
| Brand or content | Own prompt tone, answer framing expectations, and content gaps | Which prompts feel on-brand and which property pages need stronger coverage |
| Analytics or operations | Own dashboards, review cadence, and gap triage | Which signals require escalation and where the pilot should improve next |
Knowledge and prompt refresh cadence
Treat Aurelia as a living layer with regular review, not a one-time implementation.
- Weekly
Review launches, unanswered questions, repeated hesitation points, and any high-risk answer samples.
- Monthly
Refresh prompt surfaces, update flagship hotel coverage, and review whether live verification is being used more often than expected.
- Quarterly
Revisit rollout scope, hotel coverage priorities, governance rules, and whether the integration should deepen further.
Escalation and fallback rules
Be explicit about when Aurelia should answer, verify, defer, or stay cautious.
- Use first-party or officially verified sources for policies, room capabilities, and booking-adjacent claims.
- Prefer a cautious answer over a smooth but unsupported one when the evidence is incomplete.
- Escalate answer gaps into product, content, or knowledge-backfill work instead of hiding them.
- Avoid implying that Aurelia completed a booking, changed an itinerary, or confirmed inventory unless the system actually did so.
Pilot readiness checklist
Aurelia is ready to launch when ownership and instrumentation are in place, not just when the UI looks finished.
- Named product owner for the pilot.
- Named engineering owner for the host integration and context contract.
- Clear review cadence for prompts, answers, and unresolved questions.
- Telemetry connected for launch, prompt, answer, and handoff events.
- A narrow list of initial pages and hotels where the pilot should prove value first.