A leading hospitality group was facing high volumes of repetitive questions on their website (e.g., check-in times, pet policy, parking info), which overwhelmed customer service teams and delayed response times.

Approach:

• Implemented an AI-powered chatbot to handle simple guest inquiries online

• Trained the team on how to manage, maintain, and improve the bot using a train-the-trainer model

• Enabled staff to focus on high-touch, in-person guest interactions instead of basic online requests

Outcome:

• Guest questions resolved in 3 seconds vs. previous average of 4 minutes

• Reduced the need for additional headcount

• Improved team morale and guest satisfaction by allowing staff to prioritize experience over admin work