Riu Hotels & Resorts, well known Spanish hospitality company based in Palma de Mallorca, founded by the Riu family in 1953 focused on the holiday sector with more than 70% of its establishments offer an all – inclusive service presented Claud·IA its new chatbot that consists of a tool based on AI, artificial intelligence that marks a milestone in the strategy of the Mallorcan hotel chain.
From June 2024 Claud· IA incorporated the functionality of making reservations operations directly from the chatbot and equipped it with personality, which resulted in a significant improvement and rapid adaptation by users, says the hotel group.
The chatbot understands when a customer wants to make a reservation and asks the relevant questions such as, hotel, number of rooms, dates and much more to generate a direct link to the desired hotel and room.
73% of users who start this availability flow to complete it and another advantage of the charbot is the recording and saving of information from the conversations, which allows the data team to monitor the main topics, trends, weak points and possible, specific problems.
75% of the more than 1.500 daily questions from users are handled immediately, without waiting times, in a satisfactory manner and in addition, the users experience has been personalized for those who are registered, offering a closer and more personalized feeling.
The VP Digital Channels Juan Campin commented that we are moving towards a digital, personalized and real-time experience.
The desire is for this personalization to be multi-channel based on customer information, the use of data and the application of artificial intelligence.
The group's primary objective is to continuously improve the customer experience both digitally and physically and to continue to develop tools that optimize our internal management.
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