Case Study: a hotel group reduces AHT and boosts capacity with Omind Technologies' mindFAQ

Hotel Group - Customer Case Study

Omind Technologies worked with a hotel group operating 43 locations across the UK, Ireland, and the Czech Republic. The challenge was a significant increase in average handling time (AHT) at their contact center, caused by a high volume of COVID-19 related queries and a lack of uniform knowledge among agents, which was affecting their capacity to handle customer calls.

The solution was the implementation of Omind's mindFAQ tool, an automated knowledge base built on Microsoft Azure. The tool provided agents with a single reference point for information, utilizing a search-engine-like interface and natural language processing to quickly deliver answers. This resulted in an 80-second reduction in AHT, a 20% increase in customer handling capacity, and a quality score improvement from 76.63% to 90.36%.