How Inxide revolutionized the guest experience in the hospitality industry
-40%
Talk time
-50%Â
Calls transferred to an operator
+100%
Calls handled
-40%
Talk time
-50%
Calls transferred to an operator
Challenge
One of our clients, a European leader in the open-air hospitality industry, has welcomed millions of guests each year to its facilities for more than four decades. Constant volume growth and the seasonality of the business made it increasingly complex to manage requests, especially during peak periods.
Therefore, the company needed to optimize its year-round service processes, with the goal of:
- Reduce wait times and customer frustration
- improve operational efficiency
- ensure 24-hour active multilingual support
- Preserving the quality and warmth of Italian hospitality
The main critical issues identified:
CUSTOMER DEMANDS OUT OF CONTROL
Unmanageable peaks in demand during peak season, with frustrating wait times for guests and operational stress.
IVR FOR RECEPTION OBSOLETE
Choice menus that generated frustration, with no context for operators who had to make customers repeat everything.
LATE COMMUNICATION
Difficulties in handling requests from international customers with inadequate response time.
The negative impact on business:
COMPROMISED CUSTOMER EXPERIENCE:
- Negative online reviews
- Assistance limited to office hours
- Loss of upselling and cross-selling opportunities
RISING OPERATING COSTS:
- Need for additional personnel
- Inefficient manual processes
- Reduced customer loyalty
Our solution
After an in-depth analysis of the flow of request management and guest behaviors across different channels, INCRESO customized Inxide's proprietary conversational AI platform to make guest-facility interaction faster, more natural and efficient.
The analysis phase - conducted together with customer care operators, facility managers and technology teams - allowed us to outline a comprehensive, scalable solution capable of bringing immediate value, implemented in just a few weeks of work.
The introduced solution includes:
AGENT AI
Not just a bot, but a real assistant that understands natural language and provides immediate and relevant answers.
CHANNEL VOICE.
With integration capabilities across all channels: WhatsApp, chat, email, and webapp for a smooth and seamless experience.
ENHANCED OPERATORS
Real-time data orchestration for streamlined processes and smoother operational management.
The implemented solution enabled the client company to:
- Offer 24/7 multilingual assistance, increasing guest satisfaction
- Significantly reduce operating costs by automating repetitive interactions
- Increase revenue through personalized recommendations
- Increase guest satisfaction and improve online reviews
- Smoothly handle even the peak demands of the high season
