Our Client
A luxury, service-focused boutique hotel group
Challenges
The challenges our client faced
For this premium boutique hotel group, guest experience represents not merely a priority—it defines their core value proposition. When growing service demands risked undermining that commitment, they required an immediate solution. Their obstacles included:
- Rising volumes of reservation enquiries, cancellations, room enhancement requests, and personalised service requirements.
- The requirement to deliver multilingual, round-the-clock support for global travellers.
- Sustaining tailored guest experiences whilst minimising operational expenditure.
The client relied solely on human staff to manually process enquiries. Consequently, team members were becoming overburdened, leading to delayed customer responses and adversely affecting guest satisfaction levels.
Solution
Lola Ai voice bot and Ai contact centre
Lola, our advanced multilingual chatbot
We provided a two-phase solution, beginning with the deployment of Lola, our advanced chatbot.
Faster Resolutions
Lola handled routine booking and modification requests – such as room upgrades, cancellations and add-on service requests – instantly, as well as automatically confirming and updating the reservation.
Always On
Text-based guest requests were replied to instantly in the same language, 24/7, removing the complications of language barriers and different time zones.
Personalisation
The chatbot provided a personalised guest experience by remembering preferences from previous interactions or from loyalty profiles
Recommendations
Lola could also proactively suggest room upgrades or promotional offers tailored to the guest.
Lola Voice, our conversational, multilingual voice bot
The second phase was to extend the chat capabilities to voice interactions using our Lola Ai voice bot.
Voice Support
Lola offered the same 24/7 multilingual support via calls as the chatbot did via text.
Integrations
The voice bot was integrated with the hotel call centre systems, its PMS, and its billing and payment system for secure voice-assisted payments.
Smart Handoff
For complex queries or VIP guests, it also offered seamless handoff to human agents.
Result
Both the advanced Ai chatbot and the Ai voice bot had measurable positive impacts on guest service and satisfaction:
- Enquiry response duration via chat decreased from 10-15 minutes to under one minute following the introduction of the Lola AI chatbot.
- Following Lola Voice implementation, enquiry response to telephone calls reduced to under two minutes.
- Booking conversion rates climbed from 35% before any AI deployment to 40-42% post-AI chatbot and to 45-50% following AI voice bot introduction.
- Operational expenditure diminished by 30% post-chatbot and by 35-40% post-voice bot.
- The mean guest satisfaction rating increased from 3.8/5 to 4.2/5 post-chatbot and further to 4.5/5 post-voice bot.
The Lola chatbot was integrated on the hotel’s website booking pages, app, and messaging platforms, as well as its property management system (PMS) for room availability, bookings and cancellations, and its payment gateway.
Results
Both the sophisticated conversational AI chatbot and the AI voice bot generated quantifiable positive impacts on guest service and satisfaction levels:
90%
Response Speed
Query response time via chat was reduced from 10-15 minutes to less than one minute with the introduction of the Lola Ai chatbot
100%
Voice Velocity
With the introduction of Lola Voice, query response to voice calls dropped to less than two minutes
15%
Conversion Rate
Booking conversion increased from 35% before any Ai was introduced to 40-42% post-Ai chatbot and to 45-50% post-Ai voicebot
40%
Op Expense
Operational costs were reduced by 30% post-chatbot and by 35-40% post-voicebot
20%
CSAT
The average guest satisfaction score rose from 3.8/5 to 4.2/5 post-chatbot and again to 4.5/5 post-voicebot
“Both the Lola chatbot and voice bot have delivered substantial positive outcomes, for guest satisfaction and booking conversions alike. Enquiries now receive near-instant responses, whether they arrive via emails, app messages, social platforms, or telephone calls. Our team can now concentrate on addressing complex or distinctive guest requirements. We’re genuinely enthusiastic about the hotel’s future prospects.”
Customer Experience Manager
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