Applied AI Solution Optimizes Guest Relations to Boost Satisfaction, Productivity, and Revenue
Afiniti, a multinational advanced analytics company, has partnered with G6 Hospitality LLC, the parent company of Motel 6 and Studio 6 brands in the United States and Canada, to implement AI solutions in customer service contact centers across North America. Just a few months after deployment, G6 Hospitality is already seeing significant gains in profitability.
As part of its ongoing commitment to meet and exceed guest expectations, G6 Hospitality engaged Afiniti to intelligently route callers making or modifying hotel reservations. By analyzing call histories and other CRM data, the Afiniti Enterprise Behavioral Pairing™ algorithm predicts patterns of interpersonal behavior and matches guests with G6 Hospitality team members best equipped to serve them.
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“The hospitality industry is evolving rapidly, but the need to provide excellent customer service will never change,” said Jessie Burgess, Chief Information Officer, G6 Hospitality. “Afiniti’s solution is intuitive, seamless and measurable key components of our broader technology strategy. It’s one of many ways we’re creating consistently positive experiences for our guests and driving ROI for the business.”
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The new partnership has already generated 4,700 incremental bookings for G6 Hospitality and is expected to deliver gains across revenue, cost reduction and guest experience metrics over time.
Alex Abji, Vice President of Client Services at Afiniti, remarked, “We are thrilled to kick off this partnership with such an iconic hospitality brand. G6 Hospitality is leading the way in guest experience, as demonstrated by its investment in innovative technologies such as Afiniti.”
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