Case Study: Accor boosts support efficiency with Zendesk Copilot from Premium Plus

Accor cuts ticket assignment time by 50% with Premium Plus

Accor, a global leader in the hospitality industry, faced challenges in managing high ticket volumes and providing efficient multilingual support across its international teams. Manual ticket triage was time-consuming for supervisors, and agents needed better tools to maintain customer satisfaction. To address this, Accor partnered with vendor Premium Plus to implement Zendesk Copilot, an AI-driven solution designed to streamline their customer service operations.

Guided by Premium Plus through a collaborative implementation and KPI-based strategy, Accor successfully deployed Zendesk Copilot. The results were significant, including a 50% faster ticket assignment time, an 11% reduction in full resolution time, and a 66% improvement in first reply time. The solution empowered agents with AI-powered recommendations and automated translations, enabling seamless multilingual support and leading to wider AI adoption across their teams.

Accor