Case Study: Leading Global Hospitality Company achieves 3X direct booking conversions with [24]7.ai Chat & AIVA

Global Hospitality Leading Company - Customer Case Study

A leading global hospitality company that serves more than 34 million guests annually and operates a 3,000‑person reservations and guest assistance team needed to move beyond voice and email to reduce contact volume, boost direct bookings (and limit OTA bookings), and give guests fast, easy self‑service across digital channels. They selected [24]7.ai to modernize the booking experience and streamline servicing.

After a successful U.K./Ireland pilot, the hotel rolled out [24]7 Chat and AI‑powered AIVA globally—proactively initiating chats, surfacing intent and rich media for agents, and routing unresolved queries seamlessly from virtual agent to live chat with full context. The result: three times the conversion rate, 97% agent CSAT, 112K monthly self‑service interactions and an 18.4% containment rate, leading to higher direct bookings, fewer calls and emails, and improved guest satisfaction.