Wyndham Hotels & Resorts Leverages AI for Enhanced Operations and Guest Experience

Wyndham Hotels & Resorts, the world’s largest hotel franchising company, is utilizing AI agents to streamline its support for franchise owners, increase the speed of service delivery, and reduce operational costs. They’ve achieved notable results, including a 94% reduction in time required to review changes to brand standards, a 30-50% reduction in average call handle times with AI, and 28% of incoming calls now being handled by AI agents.

AI Transformation in Wyndham

Wyndham Hotels & Resorts, in collaboration with PwC, deployed AI agents to consolidate its operational standards, simplify workflows, and provide more user-friendly access to franchise owners. The implementation of AI has led to a significant reduction in manual workload and increased efficiency. AI-powered reviews are now 20 times faster than before, and the bulk of the transition was completed in just two months.

AI’s Impact on Service Delivery and Cost

Wyndham has leveraged AI to enhance its call center operations. AI agents now handle routine requests, supporting human agents in resolving complex ones more quickly. This has resulted in faster service delivery and reduced operational costs. AI agents offer real-time assistance for various needs, such as IT issues, and quickly route escalated cases to the right specialist.

AI-Driven Guest Support

AI agents are also transforming the guest experience at Wyndham. They now handle reservation changes, reset loyalty account passwords, check in and out guests, collect stay feedback, and even guide customers through the booking process. The AI system is designed to scale, supporting chat and voice interactions. This helps Wyndham to improve service while staying ready for future changes.

AI’s Role in Wyndham’s Future

Wyndham is seeing clear results from its use of AI agents. Call center costs have dropped while satisfaction from both franchise owners and guests has increased. The time for reviewing brand standards is down 94%, freeing resources for future innovation. Wyndham has designed its AI strategy to grow and adapt with advanced data architecture and a Responsible AI framework. The company envisions hundreds of potential uses for AI in its operations and is taking an agile approach to uncovering new opportunities.

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