Hyatt Saves $4.4 Million with Conversational Reservations Application

• 分析与建模 - 自然语言处理 (NLP)
• 应用基础设施与中间件 - API 集成与管理

• 软件设计与工程服务

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.

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.

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.

• Hyatt dramatically reduced cost per call and improved sales efficiency.
• In addition to increasing how many reservations can be made per hour, Hyatt increased the accuracy of data captured by the automated system.
• By focusing more on complex, high-value tasks, reservation associates improved their sales efficiency and are reporting higher job satisfaction.

• Hyatt is seeing a year-over-year ROI of more than 125%.
• Hyatt saves 33% with their more efficient customer care solution.
• Hyatt saves 94% on fully automated interactions, such as frequent reservation confirmation calls.