Case Study: Global Hospitality Company achieves 3X direct bookings and higher self-service containment with [24]7.ai

Global Hospitality Company Chooses [24]7.ai as Its Digital Transformation Partner

A global hotel chain serving tens of millions of guests and supported by more than 3,000 reservation and guest-assistance specialists faced overwhelming call and email volumes, low direct bookings due to reliance on third-party travel agencies, and no self-service options. Seeking a digital transformation to improve customer experience and drive direct revenue, the company piloted [24]7.ai in the U.K. and Ireland and then rolled the solution out more broadly.

By deploying [24]7.ai’s AIVA Conversational AI—[24]7 Answers FAQbot and [24]7 Conversations—the chain added proactive web chat, contextual handoffs to live agents, rich media for property comparisons, and automated handling of routine inquiries. The solution tripled sales conversions, earned a 97% agent CSAT, delivered 112K monthly self-service interactions, and raised containment to 18.4%, markedly reducing call/email volume and increasing direct bookings.