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Delve into research, how-tos, trends, and tips on all things messaging.
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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