Our customer has decided to automate the work and implement modern technologies - a Voice Robot, if it can help him. Solution Our customer received calls to hotels and other accommodation facilities every day, but almost always the subscribers asked the same type of questions: Are there any rooms available for a specific date? How much does it cost to book a room? Where is the accommodation located and how to get there? Is breakfast included? What time is check-in and check-out? Is it possible to pay by card? Are there any discounts? Is there a 24-hour check-in, what time can I arrive? Is it possible to reschedule/cancel a reservation? Less common, but still regular questions: Is there a transfer? Where does the window face? Is there an elevator? Is there air conditioning? Is it possible to stay with pets? Is there any lunch option nearby? Guests ask all these questions, with different wording, in 91% of cases (and in 76% of them they started with questions about the reservation).
We concluded that to answer standard japan cell phone number list questions, it is enough to write the robot's answers and integrate it with the CRM (so that it can book a room, reschedule or cancel a reservation). with clients and answer most of their questions. In certain cases not written in the script (or at the client's request), the robot will switch the dialogue to the administrator. After that, we asked the customer to prepare answers to typical questions and wrote down conversation scenarios. The robot responded not to the customer's question itself, but to the keywords in it: If the client's question contained a key word (for example, "room cost", "how much is the room", "room price" and other synonyms written in the script), then the robot answered him according to the script.
The dialogue will continue until the client receives answers to all his questions. In this way, the robot can manage calls coming to any hotel in the chain and conduct hundreds of dialogues simultaneously. Subscribers do not have to wait on the line, and guests do not have to wait at the reception desk. Administrators' time is freed up to solve the problems of hotel guests, and their loyalty grows. At the same time, the robot immediately enters data into the database, never mixes up information from the client, and records all dialogues for analytics and staff training. Results Three months after the implementation of the Voice Robot, we asked our customer to evaluate the effectiveness of its work.