Case Study: Marriott International achieves scalable self-service and manages surging customer demand with [24]7.ai

Marriott International - Customer Case Study

Marriott International’s customer engagement centers, led by Thomas McDaniel, had to respond quickly to pandemic-driven shifts in customer behavior and expectations. Operating with a lean staff, the organization saw contact volumes spike—especially from leisure travelers—driving up average handle times and wait times, while rapid adoption of remote work and temporary contact center closures created training, infrastructure and quality-management challenges.

To meet demand they enriched IVR, chat and knowledge-management self‑service, built a new technical blueprint to support a 60–65% remote workforce, and slowly reopened international centers. Those moves increased digital-channel containment and self‑service adoption, allowed redeployment of agents (including support for the State of New York’s PPP effort), and helped Marriott manage higher volumes while positioning its booking pipeline to return toward pre‑pandemic levels.

Marriott International

Thomas McDaniel

Vice President, Customer Engagement Centers Technology