Our Client
A premium, experience-driven, boutique hotel chain.
Challenges
The challenges our client faced
For this upscale boutique hotel chain, guest experience isn’t just a priority—it’s their entire value proposition. When rising service demands threatened to compromise that promise, they needed a solution fast. Their challenges included:
- Increased volumes of booking inquiries, cancellations, room upgrades, and special requests.
- The need to provide multilingual, 24/7 support for international travellers.
- Maintaining personalised guest experiences while reducing operational costs.
The client was employing human agents alone to manually handle queries. As a result, staff were becoming overwhelmed, so responses to customers were delayed and guest satisfaction was being negatively impacted.
Solution
Lola Ai voice bot and Ai contact centre
Lola, our advanced multilingual chatbot
We provided a two-phase solution, beginning with the deployment of Lola, our advanced chatbot.
Faster Resolutions
Lola handled routine booking and modification requests – such as room upgrades, cancellations and add-on service requests – instantly, as well as automatically confirming and updating the reservation.
Always On
Text-based guest requests were replied to instantly in the same language, 24/7, removing the complications of language barriers and different time zones.
Personalisation
The chatbot provided a personalised guest experience by remembering preferences from previous interactions or from loyalty profiles
Recommendations
Lola could also proactively suggest room upgrades or promotional offers tailored to the guest.
Lola Voice, our conversational, multilingual voice bot
The second phase was to extend the chat capabilities to voice interactions using our Lola Ai voice bot.
Voice Support
Lola offered the same 24/7 multilingual support via calls as the chatbot did via text.
Integrations
The voice bot was integrated with the hotel call centre systems, its PMS, and its billing and payment system for secure voice-assisted payments.
Smart Handoff
For complex queries or VIP guests, it also offered seamless handoff to human agents.
Result
Both the advanced Ai chatbot and the Ai voice bot had measurable positive impacts on guest service and satisfaction:
- Query response time via chat was reduced from 10-15 minutes to less than one minute with the introduction of the Lola Ai chatbot.
- With the introduction of Lola Voice, query response to voice calls dropped to less than two minutes.
- Booking conversion increased from 35% before any Ai was introduced to 40-42% post-Ai chatbot and to 45-50% post-Ai voice bot.
- Operational costs were reduced by 30% post-chatbot and by 35-40% post-voice bot.
- The average guest satisfaction score rose from 3.8/5 to 4.2/5 post-chatbot and again to 4.5/5 post-voice bot.
The Lola chatbot was integrated on the hotel’s website booking pages, app, and messaging platforms, as well as its property management system (PMS) for room availability, bookings and cancellations, and its payment gateway.
Results
Both the advanced Ai chatbot and the Ai voice bot had measurable positive impacts on guest service and satisfaction:
90%
Response Speed
Query response time via chat was reduced from 10-15 minutes to less than one minute with the introduction of the Lola Ai chatbot
100%
Voice Velocity
With the introduction of Lola Voice, query response to voice calls dropped to less than two minutes
15%
Conversion Rate
Booking conversion increased from 35% before any Ai was introduced to 40-42% post-Ai chatbot and to 45-50% post-Ai voicebot
40%
Op Expense
Operational costs were reduced by 30% post-chatbot and by 35-40% post-voicebot
20%
CSAT
The average guest satisfaction score rose from 3.8/5 to 4.2/5 post-chatbot and again to 4.5/5 post-voicebot
“The Lola chatbot and voice bot have both made a huge positive impact, both on guest satisfaction and on booking conversions. Queries are answered almost instantly now, whether they’re emails, messages from the app, social channels, or phone calls. Our staff can now focus on dealing with complicated or unusual guest requests. Overall, we’re very excited for the future of the hotel.”
Customer Experience Manager
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