How hoteliers upgrade their customer service through automation
Discover in the case study of a&o Hostels, among other things:
- why the well-known hostel chain is in such high demand that customers from all over the world send around 150,000 emails per month to the service team, and
- how the a&o service team now manages to respond to every email within less than 24 hours.
“It’s a win-win situation for everyone. Our service level increases in parallel with the number of guests and their loyalty to A&O.”
Oliver Winter
General Manager, a&o Hostels
Highlights at a glance
With novomind iAGENT, the a&o chain has reduced the processing time of email enquiries by 50%.
This has significantly eased the workload of service centre staff: novomind iAGENT analyses incoming emails within seconds, assigns them to a specific hostel or topic, and distributes them along with suitable, marketing-optimised text suggestions. The result: employees now handle all types of enquiries much faster than before.
