Leonardo Hotels achieved 93% automation of 281K queries using HiJiffy's conversational AI

GUEST EXPERIENCE

HiJiffy’s conversational AI transformed guest communication at Leonardo Hotels, achieving 93% automation of 281K queries, saving 14K hours of manual work, and significantly boosting guest satisfaction and operational efficiency.

Why it matters: This case study demonstrates how HiJiffy’s AI-driven solution can revolutionise guest communication in the hospitality industry, leading to remarkable improvements in service quality, efficiency, and direct bookings, all of which are critical to staying competitive. The adoption of HiJiffy’s AI allowed Leonardo Hotels to automate responses to FAQs, guide guests through direct bookings, and boost loyalty programme subscriptions, all while significantly reducing the manual workload.

HiJiffy’s Guest Communications Hub, integrated across 213 Leonardo Hotels properties in and around Europe, automates guest interactions by instantly handling FAQs through multiple channels and facilitating direct bookings via a centralised platform. This solution reduced the front-office workload, enhanced guest satisfaction, and streamlined communication across the properties.

Top 3 Core Objectives: Leonardo Hotels aimed to enhance guest satisfaction, improve operational efficiency, and streamline communication through the automation of guest interactions across their European properties.

Enhance Guest Experience: Automate responses to frequently asked questions, making it easier for guests to interact with the hotel and improving overall guest satisfaction.
Improve Customer Support: Centralise communication and reduce the workload of front-office teams by managing guest requests on a single, unified platform.
Boost Loyalty Program: Increase AdvantageCLUB memberships by optimising communication channels and providing personalised services to guests.

Innovators Mentioned

Leonardo Hotels

HiJiffy

Dan Ogen

Chief Digital & Marketing Officer Europe at Leonardo Hotels

Leonardo Hotels

Ekaterina Emanova

Junior Digital Project Manager at Leonardo Hotels

Leonardo Hotels

"Integrating HiJiffy’s chatbot solution has transformed our customer service experience. Previously, managing inquiries was challenging, resulting in delays and dissatisfaction among guests. However, following the implementation of the chatbot, response times have significantly improved due to its efficient handling of common queries and seamless resolution of complex issues. This enhancement has not only streamlined our operations but also boosted guest satisfaction and fortified our brand reputation. Without a doubt, partnering with HiJiffy has been an important step forward for Leonardo Hotels."

Dan Ogen

Chief Digital & Marketing Officer Europe at Leonardo Hotels

👍 Chief Digital & Marketing Officer Europe at Leonardo Hotels Dan Ogen said that Leonardo Hotels experienced a significant improvement in guest satisfaction and operational efficiency through the implementation of HiJiffy’s AI-driven solution.:

"Integrating HiJiffy’s chatbot solution has transformed our customer service experience. Previously, managing inquiries was challenging, resulting in delays and dissatisfaction among guests. However, following the implementation of the chatbot, response times have significantly improved due to its efficient handling of common queries and seamless resolution of complex issues. This enhancement has not only streamlined our operations but also boosted guest satisfaction and fortified our brand reputation. Without a doubt, partnering with HiJiffy has been an important step forward for Leonardo Hotels."

⚖️ The selection process: During their research process, Ekaterina Emanova evaluated HiJiffy's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that HiJiffy was the best fit solution:

Junior Digital Project Manager at Leonardo Hotels Ekaterina Emanova said, about their decision: "“We’re highly satisfied with HiJiffy’s exceptional support and responsiveness, continuously receptive to our suggestions for any improvements to our chatbot. Furthermore, our partnership consistently yields fresh insights into our guests’ needs, enabling us to gather valuable data that truly helps us enhance our customer satisfaction.”"

📈 The results: Leonardo Hotels successfully achieved 93% automation of guest interactions, significantly enhanced booking conversions, and saved 14,000 hours of manual work by integrating HiJiffy’s AI-driven solution across their properties.

93% Automation Achieved: Out of 281K guest interactions, 93% were automated by the AI, reducing the need for manual intervention and ensuring 24/7 availability.
Increased Direct Bookings: The integration of AI into the booking engine led to a noticeable increase in conversion rates, driving more direct bookings through automated guest interactions.
14,000 Hours Saved: The automation of repetitive queries saved the front-office teams 14,000 hours of manual work, allowing them to focus on higher-value tasks and improve overall productivity.