Budget hotel firm Travelodge has installed Fluency speech recognition technology across 270 hotels, extending its 24-hour web booking service to the telephone.
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The Fluency application has now been used to handle 600,000 calls between August and January – double the expected figure. The hotel firm has also increased room occupancy rates and improved customer service.
Shona Fraser, Travelodge’s director of revenue and reservations, said the system helped handle last-minute bookings from stranded customers.
She said the Fluency application had impressed because it used the Travelodge website as its platform. “We have invested extensively in our website over the last 18 months, and are very proud of some of the innovative features on there, such as the ability to find the best-rate room in the area at the touch of a button,” Fraser said.
“Fluency has allowed us to maximise this investment by extending the same capabilities to the phone, offering best room rates only previously available on the web, due to the low cost of handling the enquiry.”
Travelodge now plans to roll out a series of new services based on the speech recognition system over the next few months, giving customers the ability to cancel or amend bookings and to request hotel directions by e-mail or SMS message.