Unlocking Insights in Hospitality: The AI Voice Agent Experience
When deploying AI voice agents across a hotel group, unexpected revelations can emerge. Our extensive analysis of 15,910 incoming calls unveiled a hidden challenge many may not recognize—the “vanishing caller” dilemma.
Key Findings:
- Old Systems Hide Problems: The removal of the outdated IVR menu revealed that many callers were dropping off due to language barriers or confusion, inflating the empty call rate from 15% to 19.5%.
- Segmented Insights Matter: Spa hotels maintained steady rates, while city hotels, serving diverse international guests, saw a higher rate at 26.5%.
- Actionable Steps:
- Reevaluate metrics as they may misrepresent caller behavior.
- Recognize that the initial three seconds are crucial for customer engagement.
- Tailor strategy by property type—different audiences warrant different approaches.
This journey underscores the importance of understanding what your data might be obscuring in the AI landscape.
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