Case Study: G6 Hospitality achieves a 4% booking lift with Afiniti AI behavioral pairing

G6 Hospitality boosts bookings by 4% with Afiniti

G6 Hospitality, which operates over 1,400 properties and hosts 30 million guests annually, sought to maintain quality guest experience at a high-volume scale. To optimize its contact center operations and drive bookings, the company partnered with vendor Afiniti to implement its AI behavioral pairing technology.

Afiniti's solution was seamlessly integrated into G6's existing call center platform without requiring process changes or in-house AI expertise. The technology pairs incoming callers with the best-suited agents to improve fit. This implementation resulted in a measurable 4% increase in reservations and empowered agents, leading to more effective conversations and improved guest experience.

G6 Hospitality