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Accor doubles intent to book rates with generative AI-driven CX

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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.

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.

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

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