The client, BookMyTable, is a UK-based CTRM vendor (Central Telephone Reser- vations Management) dedicated to the hospitality industry. BookMyTable han- dles more than 5 million reservations for restaurants across the UK.
BookMyTable has a dedicated team of highly skilled and trained reservationists assigned to each restaurant to handle reservations.
BookMyTable uses IVR service to route the calls and queries to the reservation- ists appointed for particular restaurant chains. They also measure and monitor inbound call activity and provide analytical reports with details such as frequency of calls, booking demand, table optimization rates, and more.
Our client provides booking and reservation services for restaurants across the UK. This required them to use IVR to route calls to the reservationists of the particular restaurant chain. The reservationists would then reserve a table/make a booking and manually update the system's details.
This proved to be expensive and time-intensive for our client as the process depended entirely on reservationists' manual work. Maruti Techlabs designed an AI-based chatbot solution, which automated the entire process. This helped our client save time and costs as well as increase bookings and revenue.
BookMyTable’s existing business model required a highly skilled workforce due to complete dependency on the reservationists' manual work. As the people could handle only a limited number of calls at a given time, business operations would take a hit during high-volume calls.
Looking to automate and scale their operations, BookMyTable set out to search for a chatbot development partner. They partnered with Maruti Techlabs to build an AI-based chatbot solution. The chatbot leverages the no-code chatbot platform WotNot, along with Natural Language Processing via Dialogflow, which helps understand contextual nuances and the different ways in which users frame queries.
The chatbot was further integrated with FavouriteTable.
The AI chatbot takes care of the following things-
Checking Availability - Customers can now get a quick insight into the availability of restaurants at a given date/time, allowing them to plan well. The chatbot is well-integrated with the client’s database to automatically update table availability and time-slots without manual intervention.
Make Reservations - Using the AI chatbot, customers can immediately make a reservation without the need to wait endlessly on long queues or calls.
Modify a Reservation - Customers get the ability to quickly modify their reservations without any hassle of communicating with agents.
Cancel Reservation - Customers can cancel their bookings through the chatbot. With the chatbot being integrated with the backend system, it easily enables the canceled tables to be termed available in the system instantly.
Confirm a Reservation - Customers get reminders via text or email to confirm the reservation on their said date, which can be allotted to another customer if unconfirmed.
Answer FAQs - The AI chatbot saves a lot of time by answering FAQs about different restaurants’ timings, promotional offers, etc.
Menu Offerings - The AI chatbot also shows popular items on the menu according to the customer's past orders. This personalization of customer experience increased repeat business for our client by 55%.
Review & Feedback - The bot also collects feedback in a non-invasive manner. It urges the customer to rate the services in the chatbot interface itself, thereby making the process of feedback collection less intrusive and more intuitive.
We follow Agile, Lean, & DevOps best practices to create a superior prototype that brings your users’ ideas to fruition through collaboration & rapid execution. Our top priority is quick reaction time & accessibility.
We really want to be your extended team, so apart from the regular meetings, you can be sure that each of our team members is one phone call, email, or message away.
When building a chatbot, we keep dedicated business goals in mind to achieve seamless performance across channels along with optimum automation. A natural conversation flow ensures that client expectations are met for tone, tasks, implementation, and so on.