Case Study: Leading Hotel Chain achieves seamless multilingual customer service with Cloud Kinetics' Amazon Connect implementation

Amazon Connect Implementation Hospitality

Leading Hotel Chain, a global hospitality provider, wanted to deliver a seamless telephony-based customer service experience with features like preferred-language calling and voicemail. Cloud Kinetics helped the customer implement Amazon Connect and related AWS services to improve how guests could reach support across different service lines.

Cloud Kinetics built separate contact flows for Customer Service, New Booking, Corporate Consumer, and Voicemail, with multilingual IVR and voicemail routing when agents were unavailable. The solution also integrated the customer’s CRM and ticketing system, and used Kinesis and Amazon Transcribe to convert voicemail to text in near real time, helping agents respond faster and improving the overall service experience.