Case Study: Hyatt Hotels Corporation achieves $4.4M in cost savings with Interactions' Conversational Reservations Virtual Assistant

Hyatt Saves $4.4 Million With Conversational Reservations Application

Hyatt Hotel Corporation, a leading global hospitality company handling more than seven million calls a year, partnered with Interactions to improve customer experience and sales efficiency. Hyatt implemented Interactions’ Intelligent Virtual Assistant reservation application to streamline routine reservation tasks, reduce customer wait time, and free contact-center agents to focus on higher-value selling.

Interactions deployed a conversational Virtual Assistant that automates data collection for new reservations, confirmations and cancellations, and post-checkout surveys while transferring complex rate and availability conversations to agents. The solution helped Hyatt save $4.4 million, reduce cost per call by an average of 33% (and 94% on fully automated interactions), deliver a year-over-year ROI of more than 125%, improve data accuracy, and increase reservations per hour.

Hyatt Hotel Corporation

John Romano

Director of Operations