SUMMARYTRAVEL & HOSPITALITY | NORTH AMERICA | [24]7 AIVA for IVR

Putting People FirstA leading global lodging company’s guiding principle of putting people first is the catalyst behind their commitment to delivering an exceptional employee and customer experience around the globe. This commitment led to the hotel deploying [24]7 AIVA for IVR to upgrade their call-in experience while achieving cost efficiencies.

Call Volume Automated

11%Monthly Self-Service

Interactions

180K+IVR Containment

Rate

20.87%

SUCCESS STORY

1

2

3

4

Customer reaches the IVR

OK. Let me connect you with a live agent.

Hello, I’ve looked up your number and verified your account, can you please provide your passwordMy password is 12345

Thanks. Are you calling about your upcoming reservation?Yes. I need to extend my stay.

IVR queries the [24]7.ai Intent Platform & completes an account lookup

[24]7 Platform predicts the caller’s intent based on profile and past account behaviour

IVR routes the caller to the correct voice agent based on their intent

How [24]7 AIVA for IVR Works

CHALLENGEOptimizing while IntegratingThe hotel had recently gone through an acquisition and was in the midst of integrating operations to provide a seamless transition for their staff and customers. The hotel recognized that the IVR presented an opportunity to optimize their customer experience. Customers were keen to self-serve and wanted their queries resolved quickly and accurately. The hotel needed an enterprise-ready digital IVR solution that could be deployed quickly and seamlessly. The company also needed a partner that had experience in the Hospitality industry and would become a trusted advisor that assisted their efforts to integrate operations and data silos between two large organizations.

Why a Global Hotelier Chose [24]7.ai as its Digital Transformation Partner • Established expertise in applying AI to improve call routing • Single platform that works across digital and IVR channels• Cloud based platform for easier management• Future-proof—easily add on emerging channels • System operates in over 30 languages— The hotel operates in over 130 countries• Guaranteed success with outcome-based pricing

SOLUTIONAI–powered Conversational IVR The hotel was immediately impressed with the Customer Engagement platform by [24]7.ai. They were looking for a partner to drive their digital transformation strategy and found that partner in [24]7.ai. A key differentiator from the competition was the ease in which the innovations applied to their IVR could be scaled to enhance all of their customer contact channels. Although the IVR was a priority, the hotel had a vision for enhancing their entire customer experience as the integration with the acquired hotel chain matured.

Leveraging the latest in AI and predictive analytics technology, the hotel knew it would be able to provide an industry leading, personalized call-in experience. [24]7 AIVA for IVR is an AI-powered chatbot for the voice channel. Natural language processing (NLP) and Deep Neural Networks (DNN) speech recognition software are the underpinnings of [24]7 AIVA for IVR. It enables sellers to call into the hotel and state the purpose of their call in their own terms—the days of, “Press one for…” and then, “Press two for…” would be erased from memory. Customers can now call in and state what they want (e.g. complete a hotel booking or extend their stay) directly with a chatbot instead of being transferred to an agent.

Valu

e to

Cus

tom

er

Value to Hotel

ACROSS HIGH VALUE HOSPITALITY (HOTEL) JOURNEYS

Room Availability

Low

Low

Hig

h

High

Account Inquiries

Make a Reservation

Change Reservation Hotel Details

Parking/Amenities

Automation candidates Journeys oftenrequiring assistance

SpecialRequest

Reservation Inquiries

Cancel ReservationReservation Details

Membershipand Rewards

Feedback Hotel Stay& Website

Password Reset

Commonly crossing channels

Although self-service is a top priority, the hotel, in partnership with [24]7.ai identified the journeys that would be ideal to automate. Automating is not a one-size-fits-all process. First, [24]7.ai transcribed and then analyzed the hotel’s call logs to identify the top customer journeys that should be automated for self-service, maintained as assisted service, or designed to be a mixture of both.

For journeys where there is a need to connect with an agent, [24]7 AIVA for IVR also significantly reduces the time customers spend in the queue by proactively identifying the caller and applying the hotel’s protocols to authenticate callers before they’re transferred to an agent. Call routing to the correct department has also improved. NLP and DNN coupled with the knowledge base powering [24]7 AIVA for IVR gives the chatbot a heightened ability to disambiguate the caller’s intent and transfer them to the correct department the first time, greatly reducing the hotel’s inter-agent transfer rate. This is made possible due to [24]7 AIVA for IVR drawing from a platform based on a combination of over 300 travel and hospitality intents previously mapped by [24]7.ai, the customer’s unique profile, and the hotel’ s knowledge base.

RESULTSThe Future is DigitalThe hotel has successfully deployed a digital customer engagement solution that seamlessly integrates with its overall customer experience strategy: a commitment to putting the customer first and delivering excellent experiences in the moments that matter most across all customer interactions. [24]7.ai helped the hotel identify the top 15 intents (reasons) that were driving call volume and determined which intents should be self-serve versus transferred to an agent. Currently 11% of the hotel’s call volume can now be completely handled by the IVR without a need to transfer to a live agent. Customers still have a choice to transfer to a live agent but so far 20% of customers have opted to complete their queries via the IVR and the number continues to rise. [24]7.ai is confident that the hotel will see a marked increase in its self-service and containment rates as the system continues to learn and is expanded to additional caller intents.

Partnering with [24]7.ai has enabled the hotel to modernize its IVR system, improve call routing, and enhance its customers’ experience. Understanding intents and increasing digital engagement has helped the hotel lower its customer service costs while delivering an excellent experience, opening the door to a more engaging future.

About [24]7.ai[24]7.ai is a customer experience software and services company that is redefining the way companies interact with consumers. We help businesses attract and retain customers, and make it possible to create a personalized, predictive, and effortless customer experience.

Let [24]7.ai help your organization achieve extraordinary results. Contact us today.

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