Business Needs
- The customer was a UK based CTRM vendor (Central Telephone Reservations Management) dedicated to the hospitality industry, handling more than 800,000 reservations & delivers service to the finest restaurants in the UK.
- The existing business model was entirely people-centric as it required a lot of highly skilled manpower. This proved to be a bottleneck in scaling the business operations especially during peak hours and holidays with high call volume which could not be addressed.
Solution and Benefits
- Maruti Techlabs proposed an AI-based chatbot solution which would assist users in the following
- Checking Availability
- Make a Reservation
- Modify a Reservation
- Cancel Reservation
- Confirm a Reservation
- The bot solution was integrated with multiple booking engines so that it could make reservations for all restaurants using different booking engines.
- Number of bookings after implementing bot had risen by 45% in the first quarter.
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