Case Study: World of Hyatt achieves faster, smarter guest support with NICE Systems

How Hyatt transformed its knowledge experience with NiCE

World of Hyatt, a global hospitality company, needed to replace a fragmented legacy knowledge base that slowed agents down and created inconsistent guest support. Working with NICE Systems, Hyatt aimed to centralize information, improve searchability, and give its contact center teams a faster, more modern knowledge experience using CXone Mpower Expert and later Copilot for Agents.

NICE Systems implemented a phased rollout that migrated and restructured hundreds of articles, added AI-enhanced search and tagging, and supported change management through its Value Realization Services team. The result was a global knowledge ecosystem used by 250+ Copilot users across the Americas, faster and more relevant answers for agents, steady improvement in first contact resolution, and growing article usage across both new and tenured staff.

World of Hyatt

Elisha Wright

Global Director of Learning Design and Delivery