Suara AI

Use Case: Enhancing Guest Services with Voice AI in the Hospitality Industry

By SUARA AI
SUARA AI

Overview


A prominent multinational hospitality chain, operating globally with a diverse portfolio of properties- including luxury hotels, all-inclusive resorts, high-end spas, and vacation rentals - sought to revolutionize it's guest services. Facing challenges such as limited 24/7 support, high operational costs, and language barriers, the chain turned to Voice AI solutions to transform its operations and elevate the guest experience.

Challenges

  • Limited Call Center Capacity: The in-house call center was understaffed, struggling during peak periods and overwhelmed by a high volume of informational calls.
  • Lack of 24/7 Coverage: The existing setup couldn't cater to guests from different time zones, leading to missed bookings and negative reviews.
  • High Operating Costs: Hiring and retaining call center staff was costly, especially with fluctuating call volumes.
  • Language Barriers: Call center agents spoke only one or two languages, limiting effective communication with a multilingual global clientele.
  • High Average Handling Time: As services expanded, the variety of inquiries increased, consuming significant staff time and effort.
  • Missed Revenue Opportunities: The existing call handling process failed to maximize up-selling and cross-selling, leaving potential revenue 

Solution

The hotel chain implemented Voice AI agents to address these challenges:

  • 24/7 Multilingual Support: AI agents provided round-the-clock assistance in multiple languages, ensuring global guests received timely and effective support.
  • Automated Call Handling: The AI system managed reservations, support, and service requests, reducing the burden on human agents.
  • Cost Efficiency: By automating routine inquiries and tasks, the hotel chain reduced operational costs by 65%.
  • Enhanced Guest Experience: With quicker response times and personalized interactions, guest satisfaction improved significantly.
  • Increased Revenue: The AI agents effectively identified and acted on up-selling and cross-selling opportunities, boosting revenue streams.

Results

  • Operational Cost Reduction: Achieved a 65% decrease in operational costs related to guest services.
  • Improved Guest Satisfaction: Enhanced service availability and personalized interactions led to higher guest satisfaction scores.
  • Revenue Growth: Effective up-selling and cross-selling strategies implemented by AI agents increased overall revenue.

Conclusion


This case study illustrates the transformative impact of Voice AI in the hospitality sector. By addressing operational challenges and enhancing the guest experience, the hotel chain set a new standard for service excellence.



Note: This case study is based on an external example and does not represent a direct client of Suara AI.

For more details, you can view the original case study here: Voice AI Agents used by Hospitality Brands | Case Study - Supafunnelsupafunnel.com+1supafunnel.com+1