Case Study: Largest Hotelier Provider achieves 11% automated call handling and 20% IVR containment with [24]7.ai

Largest Hotelier Provider - Customer Case Study

A leading global lodging company facing the complexity of integrating operations after a recent acquisition sought to modernize its call-in experience and enable fast, accurate self-service. They needed an enterprise-ready IVR that could be deployed quickly, scale across channels and languages, and a hospitality-experienced partner to help unify operations and data silos.

The hotel deployed [24]7 AIVA for IVR — an AI‑powered conversational voice chatbot using NLP and deep neural networks to predict intent, verify accounts, route callers correctly and reduce transfers. After analyzing call logs to prioritize the top journeys, the solution automated 11% of call volume, delivered 180K+ monthly self-service interactions, and achieved a 20.87% IVR containment rate while shortening queues and improving first‑contact routing.