Case Study: Thon Hotels improves customer service efficiency with Kindly’s hotel chatbot

How Kindly’s hotel chatbot improved Thon Hotel’s customer experience

Thon Hotels, a major Norwegian hotel chain, needed to automate responses to common guest questions to alleviate the burden on its customer service team and create a more seamless experience. To address this challenge, they partnered with Kindly to implement a hotel industry chatbot.

Kindly developed a custom chatbot solution for Thon Hotels, beginning with a comprehensive data analysis of 90,000 customer emails to shape its responses. The chatbot was integrated with Thon's systems to handle tasks like room searches and password resets. This implementation by Kindly led to a 30% reduction in call center referrals and a significant decrease in customer service emails, allowing staff to focus on more complex queries and improve the overall customer experience.

Thon Hotels

Rune Bakken

Enterprise Architect