Voice Technology for the Hospitality Industry

With international tourism levels remaining 67% below pre-pandemic levels in 2022, call centers need to offer an excellent brand experience and quick call answer times are more important than ever. But with tightened resources in the hospitality sector, long wait times at call centers are a challenge. But add to this the issue that callers from all the world could be ringing up in different languages.

Verbio are trusted as specialists, when it comes to the accuracy of global languages, especially in countries such as Spain and Latin America, when a different pronunciation can mean a completely different word. Our virtual assistants are available 24 hours, 365 days a year.

Unlike chatbots, using conversational AI means that the intention of the caller is understood so the caller is answered in a human-like way and their problem is resolved quickly, rather than having to experience long wait times. So your caller can call and make a reservation, or change a booking, make a claim or ask for travel information. Because the interactions are so human-like, this increases brand engagement and hopefully repeat business. Human agents can now be used for very complex customer service interactions which require complex problem solving and high levels of empathy. Using AI to enhance the customer service process, can also have a very positive effect on retaining agents and decreasing agent churn.

Automating thousands of calls a day can reduce the average handling time by 60% and can create a call center cost saving of up to 75%.