Case Study: B&B Hotels creates automated customer service with Crisp

Creating an automated customer service

B&B Hotels worked with Crisp to tackle repetitive internal customer service questions and help hotel managers become more autonomous. The company wanted a faster, more scalable support experience for both internal teams and future customer-facing use cases, and used Crisp’s chatbot and knowledge base tools as part of that effort.

Crisp implemented an automated support setup combining an AI chatbot with an internal knowledge base, and integrated Dialogflow to make the chatbot smarter over time. The result was real-time assistance that reduced the number of daily questions sent to managers and saved the team an enormous amount of time, while also creating a proof of concept for broader B2C customer service automation.

B&B Hotels

Arnaud Morvan

Digital Manager Western Europe