Situation
Before ChatLab every enquiry went through the front desk. Out of a typical 100 enquiries a month, 86 were routine questions about the stay and 14 needed a personal answer. Routine questions arrived by e-mail (about 55%) and by phone (about 45%), and every one of them needed a manual reply.
Implementation
The agent went live on the websites of Ruciane Park, Ustronie Park, Pod Cyprysami and umili.pl, and on an internal, employee-only site where it works as a knowledge base for staff.
It answers in the tone of the resort and in the guest's language. Administrators review chat logs and add corrections, so the answers keep getting more precise.
Result
The agent now answers 70% of routine questions on its own: about 60 of the 86. The remaining 26 routine questions plus the 14 non-routine ones add up to 40 escalations a month, 60% fewer than before.
E-mail volume fell by about 30%. What still reaches the team is spread evenly between e-mail and phone, so complex or urgent matters get a personal touch while the routine is handled instantly. Guests single out the speed and the friendly, professional tone.
