Equinox Saw a Huge Spike in Leads with Haptik
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Haptik AI-powered travel assistant
- Omar virtual travel concierge
Tech Stack
- AI-powered chatbot
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Analytics & Modeling - Machine Learning
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Equinox Hotel, situated in the bustling Hudson Yards of Manhattan, is a luxury lifestyle destination that draws travelers from around the globe. Known for its opulent amenities and exceptional service, Equinox Hotel New York caters to a discerning clientele seeking a premium experience. The hotel's marketing team recognized the importance of optimizing their website's performance to generate more leads and provide efficient, on-demand assistance to travelers. They aimed to ensure that guests received prompt and effective responses to their queries, even outside regular business hours, to enhance the overall guest experience and satisfaction.
The Challenge
Equinox Hotels offers a wide range of amenities, including spa treatments, fitness classes, and dining options. Guests often have questions about these services when planning their trips. The marketing team aimed to enhance website bookings and conversions by proactively informing visitors about the hotel's exceptional amenities. Additionally, guests frequently have specific requests before check-in, but the existing setup did not facilitate easy communication of such requests. The team also wanted to reduce the number of on-property phone calls resulting from pre-arrival inquiries about bookings, hotel location, payment, and cancellations.
The Solution
Equinox Hotels collaborated with Haptik to deliver 24/7 assistance to guests by addressing their queries in real-time. Haptik developed an AI-powered travel assistant that guided customers through the booking process, planned and managed the guest experience, and handled special requests. The virtual travel concierge, named Omar, assisted customers during booking by resolving common queries such as room selection, exploring amenities, and payment support. The Haptik bot was also equipped to manage any special requests guests might have before check-in, ensuring a seamless and personalized experience.
Operational Impact
Quantitative Benefit
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