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AI-Powered Email Processing and Response Suggestion System for Hospitality Operations

stxnext.com

Hospitality & leisure

Inefficient Hotel Booking Process & High Response Times

Tour Partner Group's existing hotel booking process relies heavily on manual email communication between clients and travel specialists. This results in slow response times (up to 30 minutes), significant time spent by specialists on information retrieval and email drafting, and potential delays in securing hotel bookings, ultimately impacting client satisfaction and operational efficiency.

About the Client

Grand Northern Hotels is a leading B2B tour operator and destination management company specializing in providing hotel bookings and travel services throughout Northern Europe. They manage a large volume of client inquiries via email and seek to optimize their internal processes to improve efficiency and customer satisfaction.

Project Goals

Reduce average email response time from 30 minutes to under 15 seconds.
Improve the efficiency of travel specialists by automating information extraction and response suggestion generation.
Enhance client satisfaction through faster and more informative communication.
Provide specialists with actionable insights to optimize hotel bookings and manage event impacts.
Increase specialist productivity by reducing time spent on repetitive tasks.

Functional Requirements

Automated email mailbox extraction and integration.
Email pre-processing and filtering.
Language detection and translation.
Intelligent email classification based on client requests.
Information extraction (dates, locations, number of guests, etc.).
Real-time verification of hotel availability and potential event impacts.
Automated hotel allocation suggestion.
AI-powered response generation with personalized suggestions.
Integration with existing email platform (e.g., Microsoft Outlook, Gmail).

Preferred Technologies

Machine Learning (ML)

Large Language Model (LLM)

Custom ML tool

API integration

Required Integrations

Email server (e.g., Microsoft Exchange, Google Workspace)
Hotel booking system API (if applicable)

Non-Functional Requirements

Scalability to handle a high volume of email traffic.
High performance and low latency for rapid response suggestion generation.
Data security and privacy compliance.
Robust error handling and logging.
User-friendly interface for travel specialists.

Expected Business Impact

Implementing this AI-powered solution is expected to significantly improve operational efficiency, reduce response times, enhance client satisfaction, and provide valuable insights for optimizing hotel bookings. The initial Proof of Concept demonstrated a reduction in busy dates verification time from 30 minutes to just 15 seconds, resulting in hours of saved preparation time for each client request. This translates to increased specialist productivity and improved overall customer service, leading to greater business efficiency and revenue growth for Grand Northern Hotels.