AI-Powered Efficiency Boost with Microsoft AI at a Luxury Resort Group

A luxury resort group in Greece, faced significant operational challenges stemming from the overwhelming volume of daily inquiries from travel and booking agents.

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The Challenge

Handling thousands of daily inquiries with varying levels of urgency created several issues:

Delays in response times
Inefficient resource allocation
Missed revenue opportunities from upselling

The resort group needed a robust solution to streamline its inquiry management process, prioritize urgent requests, and optimize revenue opportunities, all without increasing staff workload.

The Solution

Aphy introduced an AI-powered system built on Microsoft Azure AI to address these challenges.

This system used machine learning and natural language processing to analyze and prioritize emails based on urgency and potential value. And being integrated into the resort group’s existing infrastructure, this offered an efficient, low-overhead implementation.

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Key Solution Features:

This AI-powered inbox management system streamlines guest communication by prioritizing urgent emails, sorting actionable inquiries, and identifying returning guests for personalized offers. It also routes high-priority requests (e.g., upsell opportunities) to specialized agents, optimizing resources and improving guest experience.

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Real-World Applications

The AI system demonstrated practical impact by streamlining operations in the following scenarios:

Urgent Requests: When a guest needed immediate directions to the resort group, the system flagged the inquiry as urgent and routed it to a live agent for a quick response.
Room Inquiries: A potential guest's email about room availability and pricing was automatically answered with detailed rates and current promotions.‍
Upsell Opportunities: The AI proactively identified and routed a high-potential upsell opportunity to a sales manager. This agent, equipped with the guest’s history and preferences, tailored the offer to secure the upsell.

Results

The implementation of Aphy’s AI system led to significant improvements:

80% reduction in inquiry handling time, which allowed staff to focus on more strategic, value-added tasks.
Faster responses and personalized upselling opportunities directly increased revenue.
Quick, tailored responses elevated the guest experience.
Comprehensive logging provided better oversight of the inquiry management process.

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Conclusion

The integration of Microsoft Azure AI by Aphy transformed the resort group’s operations, demonstrating its capability to enhance operational efficiency and drive business and revenue growth in the hospitality sector. Beyond the quantifiable results, the AI system also had a positive impact on staff morale. As Silvain van Weers, Interim CTO, Program Manager, and Head of Engineering at citizenM, observed, 'Our staff even began to view the robots as reliable colleagues who made their jobs easier.'"

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About Aphy

Aphy is a Netherlands-based company specializing in cloud-based automation solutions for the hospitality industry. Founded in 2021, Aphy’s digital workers operate continuously, handling repetitive tasks and freeing hotel staff to focus on guest experiences. Minimizing complexities associated with fragmented hotel systems, Aphy delivers significant time and cost savings without requiring upfront investments or complex setups.

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For more information, visit www.aphy.com.

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