NEXO — Hotel AI Solutions
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Pilot Measurement Methodology

Informational page (non-contractual) explaining how NEXO measures pilot performance. Referenced by the Enrollment Form and Pilot-Specific Terms.

Brand: NEXO Hotel AI Solutions — published by HITECH GROUP

Last updated: May 2026

Our approach: measure to decide

A NEXO pilot is not a simple demo. It is a rigorous 30-day evaluation based on measurable indicators so you can decide with full context.

The guiding principle: we establish a starting point (baseline) before launch, track evolution during the pilot, and present results in a joint review meeting.

The three phases

Phase A — Setup (days D0 to D7): configuration, integration of your content, team training, and establishment of the baseline.

Phase B — Operation (days D8 to D25): the solution runs in your property. Indicators are collected continuously.

Phase C — Evaluation (days D26 to D30): analysis versus baseline, joint review meeting, decision on next steps.

Baseline measurement

Before launch, we jointly establish a reference point over an observation period of at least 14 days. This enables an objective “before and after” comparison.

Elements observed at baseline (where available):

  • Average volume of requests handled by reception
  • Average response time to guest requests
  • Share of requests in a foreign language
  • Call volume and estimate of missed calls outside business hours
  • Google / TripAdvisor rating and review count
  • Qualitative mentions in recent reviews (reception, responsiveness, language)
  • Direct bookings vs. OTA ratio
  • Upsell volume (additional services)

Indicators tracked during the pilot

Operational indicators

  • Number of requests handled by NEXO
  • Resolution rate without escalation to staff
  • Average first-response time
  • Hourly coverage rate (24/7)
  • Number of escalations to staff

Guest experience indicators

  • Change in Google / TripAdvisor rating
  • Positive mentions of responsiveness and service
  • Reduction in negative mentions related to waiting or language barriers
  • Qualitative feedback from your team

Multilingual indicators

  • Number of languages actually used by your guests
  • Distribution of conversations by language
  • Requests handled in a language not spoken by your staff

Business indicators

  • Direct bookings generated via Widget AI
  • Upsell amount initiated via NEXO
  • Reduction in missed calls (if Phone AI is enabled)
  • Estimate of staff hours freed up

How data is collected

  • Automatically via the NEXO dashboard (volumes, languages, resolution rate, response time).
  • From your sources: public reviews, booking data you share with us.
  • Qualitatively: short interviews with your lead contact and team at D+7, D+15 and D+30.

Reporting

  • Daily: automatic summary of conversations and key indicators.
  • Weekly: trend synthesis and points of attention.
  • Final (D+30): full report presented at the review meeting.

Transparency and limitations

NEXO is provided on a best-efforts basis. Results depend on many factors specific to each property (seasonality, guest profile, staff adoption). Figures presented are factual and contextualized, with no guaranteed performance promise.

When a PMS integration is not in place (standard pilot case), some business indicators are measured from your declarations rather than automatically.

Questions about the methodology? contact@nexo-hotel.com