SUCCESS STORIES
Travel & Hospitality
4,500+ employees
Europe
50% of repetitive guest inquiries automated
40% faster guest response across Voice, Chat and Email
35% reduction in manual email handling workload
Challenges
The organization operates a complex hospitality environment with multiple properties, brands, destinations, and guest segments.
Guests contacted the organization throughout their experience, from accommodation and availability inquiries to reservations, pre-arrival requests, and questions during and after their stay.
Managing these interactions through a traditional contact center platform created challenges around scalability, channel fragmentation, response times, and the ability to provide a consistent guest experience.
Key challenges included:
Legacy contact center technology
High volumes of repetitive guest inquiries
Seasonal peaks in contact volumes
Waiting times during high-demand periods
Manual processing of large volumes of email
Repetitive booking and reservation questions
Information distributed across different properties and services
Limited automation across customer communication channels
Agents spending valuable time searching for information
Difficulty scaling customer service capacity during peak periods
Need for more consistent service across Voice, Chat and Email
Solution
The organization partnered with Mplus to implement the Graia AI Agentic CCaaS platform, replacing its previous contact center solution and creating a unified environment for customer communication across Voice, Chat and Email.
The solution introduced AI-powered automation, agent assistance, and intelligent interaction orchestration, enabling the organization to handle repetitive inquiries more efficiently while supporting employees with relevant information.
The deployment included:
Unified Voice, Chat and Email customer experience environment
AI-powered automation for repetitive guest inquiries
Intelligent email classification and response support
AI-powered Chat for instant guest assistance
AI Agent Assist for faster access to relevant information
Intelligent routing and interaction orchestration
Integration with relevant systems and information sources
Customer journey and conversation design
Testing, user acceptance, and agent training
Production rollout and hypercare
Impact
The Agentic AI solution established a new foundation for managing guest communication across channels while creating opportunities to increase automation and scalability.
Key outcomes and target improvements included:
40% faster guest response across Voice, Chat and Email
50% of repetitive guest inquiries automated
35% reduction in manual email handling workload
Up to 30% more interaction capacity during seasonal peaks without equivalent headcount growth
Faster access to relevant information for agents
More consistent guest communication across channels
Greater scalability during seasonal demand peaks
A foundation for continued AI automation and Agentic AI use cases
Mplus strengthen the organization modernize its customer experience technology by combining the Graia AI Agentic CCaaS platform with AI-powered automation, agent support, and intelligent interaction orchestration.
Rather than simply replacing the existing contact center platform, Mplus used the transformation as an opportunity to introduce AI into the way guest interactions are managed in an AI-first environment.
The new platform enables AI and human employees to work together, with automation supporting repetitive interactions while employees remain focused on more complex guest needs and situations requiring personalized service.
The result is a modern AI-powered customer experience environment designed to improve response times, reduce manual workload, support greater interaction capacity during seasonal peaks, and provide a foundation for expanding AI automation across additional guest interactions.
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