Hyatt Saves $4.4 Million with Conversational Reservations Application
Company Size
1,000+
Country
- United States
- Worldwide
Product
- Interactions Intelligent Virtual Assistant
Tech Stack
- Automated Customer Service
- Virtual Assistant Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Natural Language Processing (NLP)
- Application Infrastructure & Middleware - API Integration & Management
Services
- Software Design & Engineering Services
About The Customer
Hyatt Hotels Corporation is a leading global hospitality company with a portfolio of 12 premier brands and 679 properties, as of September 2016. Hyatt hotels, resorts, branded residences, and vacation ownership properties are located in 54 countries. This includes the Park Hyatt®, Grand Hyatt®, Hyatt Regency®, Andaz® and Hyatt Residence Club® brand names.
The Challenge
Hyatt’s eight contact centers around the world handle more than seven million calls each year. Customers frequently call in to book new reservations, inquire about charges, make cancellations, request directions, or get information about amenities and services. When looking to upgrade its automated call system, Hyatt had two key goals in mind: Provide a better customer experience for on-the-go travelers, and improve sales efficiency of live agents. In other words, Hyatt needed a customer care solution that both saved customers time and freed up valuable time for contact center employees.
The Solution
To deliver on its marketing and operational goals, Hyatt chose the flexibility and efficiency of an Interactions Intelligent Virtual Assistant. This automated and fully conversational solution allowed Hyatt to streamline routine tasks, provide a more satisfying customer experience, and increase sales. Interactions worked with Hyatt to identify optimization opportunities and integrate solutions into a Virtual Assistant reservation application. With this new platform, Hyatt now automates portions of the new reservation process, including collection of routine guest information. It transfers callers to discuss room availability and rates with a reservation agent, who can focus more on selling. It also transfers callers back to the Virtual Assistant for automated reservation confirmation and post-call survey. It automates the entirety of frequent and routine calls to confirm or cancel a reservation. It also automates the entire process of collecting guest feedback via phone upon checkout.
Operational Impact
Quantitative Benefit
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