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Overview
| Field | Value |
|---|---|
| Market | Israel - Hotels |
| Vertical | Hospitality |
| Company | Fattal (פאתל) |
| Model | gemini-2.5-flash-lite |
| Language | Hebrew |
| Channel | Voice |
Skills
- get_payment_link – handles the process of assisting customers with booking payment by creating and sending the user booking payment url
- send email – cancellation confirmation email to the customer for a specific reservation. (when user asks for cancellation or confirmation for a reservation)
- cancek booking – Cancels a specific reservation and updates its status in the system.
- verify customer – enables secure customer authentication via Fattal’s API using a one-time passcode (OTP) mechanism.
- update details – Updates the customer’s member details in the system.
Key Tools
| Tool | Purpose |
|---|---|
| set_hotels_db | on start function to set the hotels db to kv |
| Get_reservations | retrieve customer active reservations |
| match_hotel_name | matching hotel name based on customer query |
| verify & call_otp & is_verified | dealing with the whole authentication process |
Lessons Learned
What worked- verification process works cleanly
- Tali knows to cacth out-of-scope inqueries and forward to a human agent
- hotels name are hard to pronounce for israeli audience - soniox often fail to transcript hotel name properly
- no proper API for getting fattal updated information - needed to build a customized tool