Accor increases booking conversion with connected conversations.
More customers move to booking
Improved from 46% baseline
Up from 67% across properties
Accor needed to manage a high volume of customer inquiries across brands, properties, and languages. Many interactions required personalized recommendations or booking support, while others were repetitive.
Traditional support models struggled to handle these conversations efficiently, making it difficult to respond on time and guide customers toward booking.
Quiq deployed an AI agent named Allison to manage customer conversations and support booking interactions. Allison understands customer intent, pulls relevant information from integrated systems, and responds across web chat and messaging channels.
The system also supports Accor’s internal models, enabling personalized responses in multiple languages across properties.
Accor introduced AI-assisted conversations that support customers throughout the booking process.
Customers are now moving faster from initial question to booking, directly within messaging channels.
The Challenge
Customer support demand increased as Accor expanded digital channels. Teams needed to handle inquiries across multiple brands and markets, often requiring personalized responses or booking guidance.
Many conversations involved gathering customer details, checking availability, and recommending options — tasks that were difficult to manage consistently across channels.
How Quiq was deployed
Quiq implemented an AI-powered system to support customer conversations and booking interactions.
The system enables:
- AI-assisted conversations across web chat and messaging channels
- Retrieval of property and booking information from integrated systems
- Multilingual responses across brands and regions
- Support for Accor’s internal models
How the experience works
Customers interact with Accor through messaging channels to ask about properties, availability, and booking options.
The AI evaluates each request, retrieves relevant information, and provides responses within the conversation. Customers can access booking-related details and follow links directly from the interaction.
How teams use it
Customer service teams use the system to manage conversations across brands and regions.
The AI handles portions of customer interactions, while agents step in when additional support is needed. Teams also monitor interactions across channels to understand how customers engage during the booking process.
What changed after launch
Customer interactions shifted to AI-assisted messaging across channels.
- Customers engage with booking options directly within conversations
- Booking links are accessed during customer interactions
- Conversations are managed across brands and languages
- Teams monitor interactions across channels
Results/ROI
Accor improved customer engagement and booking-related interactions:
- Booking link clicks doubled
- Response accuracy increased from 46% to 80%
- AI supports booking-related conversations across brands and properties
