Case Study: Accor doubles intent-to-book and boosts CSAT with Quiq's generative AI assistant

Accor's gen AIDriven CX transformation increases intent to book by 2x

Accor, Europe’s leading hospitality company, partnered with Quiq to improve guest self-service and boost booking consideration across four Rixos properties (Rixos Premium Belek, Rixos Premium Dubai, Rixos Premium Saadiyat, Rixos The Palm Dubai). Facing complex, multi-part pre‑booking questions and limited ability to staff agents 24/7, Accor needed a solution that could handle asynchronous conversations without adding load to hotel staff.

Quiq delivered a next‑generation, generative AI–powered assistant built with Quiq’s AI Studio—combining guided menus, rich messaging and LLMs—to provide on‑brand, accurate answers and common booking flows. The solution raised assistant accuracy from 46% to 80%, increased CSAT from 67% to 89%, and doubled click‑outs on booking links (intent‑to‑book), while maintaining a brand‑safe experience comparable to human agents.

Accor