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Streamlined Customer Support for Diverse Hotel Needs

Offering Streamlined Customer Support for Diverse Hotel Needs

About the Customer

The client is a leading hospitality player looking to improve requests/complaints, customer support and interaction, and upsell/cross sell using Natural Language Understanding (NLU) powered chatbots on the website and WhatsApp. The main goal was to provide smooth experiences on Bot for a wide range of hotel-related questions, concerns, and bookings.

Industry

Hotel

Services

Design, Development & Launch

Problem

The hospitality giant had difficulty automating hotel operations on the web and WhatsApp. With over 3000 different types of complaints across different hotels, they needed quick solutions.
To make things easier, they wanted to automate responses for users asking about hotel stays, bookings, in-room dining, and food orders.
The main aim was to improve sales and operational efficiency while still providing a personalized, empathetic, and easy-to-understand experience.

Our Approach

NLU for Intuitive Interactions including FAQ’s, Complaints, AI-Commerce, customer support and engagement: We leveraged Natural Language Understanding (NLU) using our own GPT-3 Engine to accurately identify user intents against supervised training, even for nuanced requests and complaints. This ensures natural and context-aware conversations, mimicking a human assistant which will make it compatible for customer support and engagement.
Seamless WhatsApp Integration: This helped guests to initiate conversations on their preferred platform, WhatsApp, for immediate assistance with bookings, order placement, issue resolution, and more.
Intent-Driven Workflow: Machine learning algorithms power intent recognition, enabling the chatbot to understand user goals and guide them through relevant processes like hotel booking, food order placement, and issue resolution with step-by-step assistance.
24/7 Support and Instant Responses: Customers receive prompt support around the clock, resolving issues quickly and minimizing wait times, leading to enhanced satisfaction.

70%

Reduction in Average Wait Times

90%

Increase in customer satisfaction with support experience

85%

Improvement in team efficiency

Results

Increased Customer Engagement: Guests of our client are enjoying quicker resolutions and a more user-friendly experience, fostering stronger brand loyalty.
Improved Operational Efficiency: Automated routine tasks free up human resources for complex interactions, optimizing team workloads and costs.
Reduced Support Team Load: The chatbot handles a significant portion of customer inquiries, alleviating pressure on support teams and allowing them to focus on high-value interactions.
Cost-Effective Solution: The chatbot provides a scalable and cost-effective solution for managing customer support across diverse hotel needs.