PAM Hotels - Systems Communication Architecture

Execution-ready technical view with critical architecture gates. Orange elements indicate unresolved dependencies that must be closed before scaling beyond MVP.

Confirmed / Target Components Needs Validation (Data Source, API, Security, Ownership)
CHANNELS AI AGENT & ORCHESTRATION CORE SYSTEMS & INTEGRATION KNOWLEDGE, SECURITY, OBSERVABILITY & OPERATIONS Member Portal (Experience Cloud) Paradise / Legendary / Privé member journeys Chat + authenticated self-service entry Voice / Contact Center Current high-volume operational channel Hybrid AI + human model target Email / Outbound Messaging Need approved outbound scope and trigger rules Statements, callbacks, alerts, surveys Agentforce Orchestrator Intent routing, guardrails, tool invocation Multilingual policy and escalation routing Transaction orchestration across systems Reservations Agent Eligibility, availability, lookup, cancellation Future: modify/create reservation + payments Digital Concierge Agent FAQ, policy, promotions, callback support Future: profile/service transactions Cross-Agent Supervisor Strategy Need final decision: strict split vs supervisor routing Need ownership/escalation model by business unit Need exception policy and governance responsibilities Salesforce CRM + Knowledge Profiles, contracts, benefits, member context Knowledge for FAQ, policy and scripting Potential primary context source for agents Opera / SynXis Reservation Backbone Need source-of-truth split by transaction type Need sync mode and conflict handling Need official API ownership confirmation Payment Gateway / Link API Need provider and API contract details Need PCI/tokenization and approval boundaries Need scope for autonomous payment actions API Gateway / Middleware Need full API catalog and auth patterns Need timeout, retries and fallback contracts Need integration SLA and monitoring ownership Identity & Authorization Policies Need member/beneficiary verification model Need action-level permissions and risk controls Need legal/security approval flow Policy Decision & Entitlement Engine Action-level authorization (member vs beneficiary) Risk-based routing: AI allowed vs mandatory human transfer Missing: executable policy matrix and approvals Transaction Safety Layer Idempotency keys, retry policy, compensating actions Required for cancel/modify/create/payment operations Missing: unified error taxonomy and rollback contracts Integration Contract Registry Source-of-record map by capability + API SLA matrix Timeout/retry/error semantics per integration Missing: final SoR ownership and API inventory sign-off Knowledge Ingestion Pipeline Fact sheets, manuals, policies, scripts, FAQs Versioning and multilingual normalization Publishing quality checks Observability & KPI Monitoring Booking conversion, deflection, FCR, CSAT Latency, API failures, fallback and trace metrics Prompt/tool/action traceability Delivery Gates & Environment Readiness Need MVP acceptance criteria per stakeholder Need test users, data, access and deployment flow Need business + IT cadence and decision rights Human Handoff & Case Management Escalations for unsupported and high-risk scenarios AI-to-human context transfer with continuity Operational closure and feedback loop Quick Win Scope (Phase 1 - 2 to 4 weeks) Paradise Pass only • Chat channel only • Auth + availability + reservation lookup + cancellation Digital Concierge informational flows: FAQ/policy/benefits/promotions + callback handoff Mandatory: observability baseline, human escalation, controlled knowledge publication Out of scope in Quick Win: new booking, reservation modification at scale, autonomous payments, full voice automation Evolution Roadmap (Phases 2-4) Phase 2: contract-rule depth + reservation modify + knowledge governance + policy engine operationalized Phase 3: new reservation flow + payment integration compliant + expansion to Legendary and Privé Phase 4: enterprise voice, advanced orchestration/supervisor, optimization loops by KPI Gate to scale: close SoR/API/security gaps and enforce transaction safety end-to-end