Hilton rolls out predictive chat technology

24 7 logo[24]7 today announced that Hilton has introduced predictive chat technology, powered by [24]7’s Customer Engagement Platform, to deliver an intuitive and personalized online experience for its hotel guests worldwide.

Hilton’s Reservations and Customer Care team is comprised of over 3,000 reservation and guest assistance professionals who serve more than 34 million guests annually. Recognizing that the booking process can often raise questions for customers, Hilton has implemented [24]7 Chat within its digital channels, ensuring that all guests who book directly on the company’s website receive the best possible experience online.

Hilton chose to partner with [24]7 because of its intuitive chat platform that learns and anticipates customer behavior. [24]7 Chat is built on predictive models that are designed to understand a guest’s intent, and empower agents to know when to engage and what to recommend in real-time. Equipped with a rich understanding of each individual guest’s journey, [24]7’s Customer Engagement Platform initiates a chat conversation with those who may require assistance to complete their booking, and gives Hilton reservation specialists the ability to offer up rich media (such as photos of a property or room type) to help guests compare properties — all within a single conversation thread.

“Our guests begin interacting with us well before they set foot into one of our hotels, so it’s critical that we deliver the best possible online experience,” said Mike Gathright, SVP, Global Reservations and Customer Care, Hilton Worldwide. “[24]7 helps us anticipate what our guests want and ensure they receive the guidance that’s right for them, at the right time in their journey. We are already seeing improvements in both agent and guest satisfaction, and we expect that to continue over time.”

“Hilton extends its exceptional hospitality to every guest touchpoint, including its direct online channels,” said Christopher Schyma, VP, Retail & Hospitality, [24]7. “This visionary approach has led to a powerful way of engaging guests in the moments that matter most. With [24]7 Chat, Hilton is removing the friction from the online booking process, providing a white-glove level of hospitality to guests and increasing revenue opportunities.”

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