Quiq’s AI assistants combine guided menus, rich messaging, and large language models for smooth customer interactions. Using generative AI, Accor customers get on-brand answers to complex questions instantly, enhancing the 5-star experience the brand is known for throughout the region.
Industry
Hotels
Location
Rixos Premium Belek, Rixos Premium Dubai, Rixos Premium Saadiyat, Rixos The Palm Dubai
Website
rixos.com
Challenges
- Accor aimed to enhance customer self-service, satisfaction, and booking consideration.
- To achieve this without burdening hotel staff, Accor sought a solution to handle complex queries in asynchronous conversations.
- After positive results with Quiq’s first-generation chatbot, Accor recognized the potential for even greater power with advancements in AI.
Benefits
- The AI assistant accuracy increased, which meant that more customers received the correct answers to their complex questions.
- Accor’s AI assistant is creating better CX for guests, which is reflected in the positive impact on CSAT.
- The AI-powered assistant is creating a substantial uplift in conversations and click-outs on booking links, which we refer to as ‘intent to book’.
- Brand-safe experience that’s on par with human agents.
AI-powered CX that’s white glove.
The Quiq gist: Improving CX without overburdening human support.
Quiq enabled Accor to:
- Increase from 67% CSAT to an average of 89% CSAT across the four properties.
- 2x boost in click-outs on booking links.
- Increase the assistant’s accuracy from 46% to 80%.
What’s next?
In the future, Accor + Quiq plan to enable Turkish, Russian, French, and German translations.
Learn how Accor doubles intent to book rates with generative AI-driven CX
Read our latest articles on AI
In Part One of this guide, we explored the foundational architecture needed to build production-read...
Modern AI agents, powered by Large Language Models (LLMs), are transforming how businesses engage wi...
AI is one of the most exciting new developments in customer service. But how does customer service A...
From full-bore automation to multilingual speech and more, AI is already changing the way customer s...
Large Language Models play a pivotal role in automating conversations, enhancing customer experience...
Chatbots have become a staple in customer service for brands across the world. This is why eight out...
As the founder of Quiq and a veteran in the CX technology space, I recently had the pleasure of join...
As author, speaker, and customer experience expert Dan Gingiss wrote in his book The Experience Make...
Voice AI has come a long way from its humble beginnings, evolving into a powerful tool that’s resh...
A well-known furniture brand faced a significant challenge in enhancing their customer experience (C...
For all their amazing capabilities, LLMs have a fundamental weakness: they can’t actually do anyth...
When integrating Large Language Models (LLMs), or generative AI, into applications, you can’t affo...
It’s hard to imagine an application, website or workflow that wouldn’t benefit in some way from ...
From ChatGPT and Bard to BLOOM and Claude, there is a veritable ocean of current LLMs (large languag...
Large language models hold a lot of power to improve your customer experience and make your agents m...
We recently hosted a webinar all about how CX leaders can go beyond the hype surrounding GenAI, sift...
Many customer experience leaders are considering how generative AI might impact their businesses. Na...
Customer experience directors tend to have a lot of questions about AI, especially as it becomes mor...