The Challenge
Reservation agents at a luxury hospitality brand were spending significant time switching between calls and emails, which led to delays, errors, and reduced focus on high-touch phone interactions. Email-based opportunities required more effort and resulted in longer response times, lowering efficiency and customer satisfaction. The brand needed a solution to minimize manual effort, enable agents to focus on meaningful conversations, and ensure consistency and accuracy in quotes across properties.
ProcDNA's Solution
Automated Email Classification
Built an ML-driven model to identify booking-related emails that require quotes (only ~20% of emails).
Parameter Extraction
Extracted key booking details from emails, such as stay dates, number of guests, room types, and number of rooms.
Quote Generation
Automated the lookup of availability on SynXis and drafted quotes with multiple room/price options.
Impact
Reduced Human Intervention
70% of emails are now drafted automatically, reducing manual effort.
Reduced Agent Time & Improved NPS
Lower average handling time led to faster responses and improved customer satisfaction.
Revenue Gain
Achieved higher revenue through faster turnaround and end-to-end automation.
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