Enhancing Customer Experience in Hospitality
The Problem
A boutique hotel group was missing out on bookings due to slow response times. With limited front-desk staff managing enquiries across phone, email and social media, guests often waited hours for basic answers like room availability or check‑in policies. In a competitive market, those delays translated directly into lost revenue.
The group’s leadership wanted a digital solution but were wary of impersonal chatbots that might alienate guests or fail to integrate with their booking system. They needed speed without sacrificing service quality.
The Solution
AI Expert carried out an AI Workshop with the customer service and operations teams to define tone, brand standards and typical enquiry patterns. Our AI Roadmap outlined a phased rollout of AI-powered chatbots integrated directly into the hotel’s booking platform.
We trained the chatbot on the hotel’s specific policies, upselling opportunities and FAQs, ensuring it could answer common questions in the brand’s tone of voice. Staff training focused on how and when to step in for higher-value or complex guest interactions.
The Success
The chatbot reduced average response times by 60% and increased direct bookings by 18% within three months. Staff were freed from repetitive enquiries, allowing them to focus on guest experience at check‑in and on‑site.
Crucially, guest satisfaction scores improved — proving automation, when implemented carefully, can enhance rather than replace the human touch in hospitality.
