Case Study: OYO Hotels & Homes improves conversion and URN with Omind Technologies' Mind QA

Mind QA Improves Conversion & URN for Global Hospitality Chain

OYO Hotels & Homes, a global hospitality chain, faced significant challenges with a high customer cancellation rate and low used room nights (URN). To address this, they partnered with Omind Technologies. OYO needed a data-backed solution to monitor agent performance and improve the customer experience, which was difficult with their existing manual quality analysis that only audited a small percentage of calls.

Omind Technologies implemented its Mind QA software, an AI-powered call analysis tool that audits 100% of calls in real-time. The solution provided comprehensive analytics on agent performance and customer behavior, enabling data-driven decisions. This resulted in a dramatic 48% drop in customer cancellations and increased the URN rate from 24.4% to 39.4%. The net conversion rate also saw a significant boost, rising from 24% to 32%.

OYO Hotels & Homes