Hospitality

OZAKGYO - Ela Hotels

Ela Hotels handles guest questions about the hotel, reservations and issues from one panel. Conversations come in from WhatsApp, Telegram, Instagram and web chat.

91%

Faster response time

87%

Higher customer satisfaction

93%

Requests resolved by automation

* The figures shown are illustrative and will be updated with brand approval.

01Pain Points Analysis

Guest Requests Scattered

Hotel information apart

Location, room and hotel questions went to different people depending on the channel

Reservation follow-up

Opening a reservation and tracking it depended on an agent's notes

Inside and outside issues

A fault reported inside the hotel got mixed with a request from outside

An in-hotel issue and an outside request shared the same line⚠️

01. STEP

Challenge

Hotel information, reservations and complaints sat on separate channels. A problem inside the hotel and a request from outside landed on the same line, and follow-up changed from one agent to the next.

02Supsis Ai Solution

Reservation and Agent

Can you check a room for tomorrow? I also want the hotel's location.

I am checking availability and opening the reservation. I will share the hotel details here, and the follow-up goes to the right agent.

⚡ Reservation opened

WhatsApp, Telegram, Instagram, web chatSeparate bots for in-hotel and outside issues

02. STEP

Solution

Supsis Ai brought Ela Hotels's guest requests into one panel. The chatbot gives hotel information, opens and tracks the reservation, and assigns the job to the right agent. Issues inside the hotel and issues from outside run on separate chatbots.

03Verified Outcomes

Guests in one panel

Reservation tracking91%

Assigned to an agent87%

Inside and outside issues split93%

Guest requests sit in one panel. The reservation is opened and lands with the right agent. In-hotel and outside issues stay on separate chatbots.

03. STEP