Umili Resorts leverages ChatLab to cut inquiries escalated to front desk by 60% and reduce email volume by 30%.
The chatbot automatically handles 70% of routine questions—freeing staff to focus on complex issues and personal interactions via phone—while providing 24/7 support to enhance the overall guest experience.
less questions to customer support team
routine questions answered automatically
less emails to customer support
Company:
Umili Resorts is a premier hospitality brand dedicated to delivering exceptional resort experiences. Known for its beautiful locations, focus on guest satisfaction, and state-of-the-art facilities, Umili Resorts sets the standard in luxury getaways.
Branch:
Poland
Industry:
Hospitality and Tourismn
Use case:
Guest engagement, Sales and support
Engaging Guests with ChatLab
In an industry where personalized service is paramount, Umili Resorts has embraced digital transformation by integrating ChatLab’s AI-powered chatbot. This innovative solution is not only enhancing the guest experience but also streamlining internal operations, thereby setting new standards in hospitality.
Improving our Guest Services
Umili Resorts has implemented the ChatLab chatbot across multiple key digital platforms, including:
In addition, the chatbot is also installed on internal employee-only website and serves as an internal knowledge base for employees. The core strategy was simple yet effective: automate the most repetitive inquiries about stays at the resorts, allowing staff to dedicate more attention to complex or personalized guest needs.
Consistent and Personal Interaction
ChatLab’s AI provides uniform, high-quality responses that mirror the unique tone of the resort, ensuring every interaction builds trust and reinforces the brand’s modern image. Multilingual capabilities further extend these benefits, making it easier to cater to international visitors.
Immediate Responses Around the Clock
Speed is vital in today’s digital age. With real-time response capabilities, the chatbot virtually eliminates waiting times—even outside of regular business hours. As a result, email inquiries have dropped by roughly 30%, and the volume of questions needing escalation to human agents has decreased by nearly 60%. This instant availability not only boosts customer satisfaction but also encourages longer visits and deeper engagement on the resort websites.
Optimized use of the front desk team time
Before the ChatLab implementation, Umili Resorts all inquiries were handled by front desk. For example, with a typical monthly volume of 100 inquiries, roughly 86% were routine questions and 14% were non-routine. Most routine inquiries came through a mix of channels—around 55% via email (roughly 47 inquiries) and 45% via phone (around 39 inquiries). All these inquiries required manual follow-up, leading to high demands on both email and phone support. After implementing ChatLab, the shift is clear:
- Automated Handling of Routine Inquiries:
The chatbot now answers 70% of routine inquiries automatically. Out of 86 routine questions, approximately 60 are resolved instantly through the chatbot. - Reduction in Escalations to Front Desk Team:
The remaining 26 routine inquiries still require human follow-up. When combined with the 14 non-routine inquiries (which continue to need personalized assistance), the total manual escalations drop to 40 per month. This represents a 60% reduction in the number of inquiries that need direct human intervention. - Impact on Communication Channels:
With the new system, the email channel experiences a reduction of about 30% in volume. For instance, what used to be approximately 51 email inquiries per month is now reduced to around 36. Moreover, the 40 escalated inquiries are now more evenly distributed across channels—roughly 18 via email and 22 via phone. This ensures that while routine queries are swiftly handled by the chatbot, more complex or critical issues receive a personal touch through phone or detailed email support.
Enhancing Chatbot Accuracy with Human Oversight
The success of the ChatLab implementation stems from its robust system to review the chat logs and add corrections from existing support team. Administrators can review chat logs and provide corrections that continuously refine its database. This approach ensures guests always receive accurate and customized responses.
Fostering a Modern Brand Image
Guest feedback has been overwhelmingly positive. Users particularly appreciate:
- Rapid Responses: Immediate, reliable assistance improves their overall experience.
- User-Friendly interface: The intuitive interface facilitates easy navigation through the wealth of available information.
- High-Quality Communication: A friendly and professional tone is maintained, even in automated interactions.
These improvements not only enhance satisfaction but also position Umili Resorts as a forward-thinking leader in the hospitality industry.
Success thanks to good collaboration with ChatLab Team
We attribute the successful rollout of the chatbot to the close collaboration between Umili Resorts and ChatLab’s dedicated team. Key factors include:
- Tailored Customization: ChatLab’s experts meticulously adapted system to align with Umili’s distinctive brand voice and operational requirements.
- Responsive Support: The team’s proactive approach ensured quick resolution of any issues and seamless integration into the existing digital environment.
- Co-Creation of Strategy: Working hand-in-hand to shape the tool’s development roadmap was a major advantage, resulting in a solution that meets real-world challenges with agility.
“Since implementing ChatLab, our service efficiency has notably improved. The chatbot now handles 70% of routine inquiries automatically—resulting in a 60% reduction in escalated cases and cutting email traffic by 30%. This transformation empowers our team to focus on complex guest needs and deliver a truly personalized experience.”
By integrating ChatLab’s AI chatbot, Umili Resorts has not only revolutionized guest engagement but also optimized internal processes, paving the way for continued innovation in customer service. The adoption of this technology signifies an important shift towards a more efficient, data-driven future where both customer satisfaction and operational excellence go hand in hand.
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