Case Study: British Multinational Hotel Group boosts IT service desk efficiency with Amelia

British Multinational Hotel Group - Customer Case Study

British Multinational Hotel Group was looking to improve the quality and speed of service for franchised hotel employees using its global IT Service Desk, which supports more than 100,000 end users. The team was overwhelmed by high query volumes, and support for critical systems like the reservation engine and property management system was spread across multiple third-party vendors, leading to misrouted calls, slower resolution, and unnecessary transfer fees.

Amelia was implemented as a 24/7 central reference point to triage and route requests, answer common IT questions, and handle high-volume, low-level issues such as password resets and FAQs. Amelia achieved over 90% accuracy on queries, learned more than 50 new processes in a month, and now handles 32% of the total workload, helping British Multinational Hotel Group reduce operational costs, improve response times, and free staff to focus on longer-term improvements.