As a leading global hospitality company, Hyatt handles millions of calls per year. To improve customer experience and sales efficiency, Hyatt partnered with Interactions to expand their automated customer service solution. With this powerful new reservation system, Hyatt realized an average savings of 33% per call while also improving sales conversion.
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:
In other words, Hyatt needed a customer care solution that both saved customers time and freed up valuable time for contact
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:
By implementing Interactions Virtual Assistant reservation application, 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.
“We feel the Interactions Virtual Assistant is a new, innovative way to deliver the superior level of service for which Hyatt is known.”
– John Romano, Director of Operations