Hyatt’s Virtual Assistant Honored by Opus Research

CHICAGO—Hyatt was recently selected by Opus Research as the recipient of an Intelligent Assistant Award for the company’s deployment of Interactions’ Virtual Assistant (IVA) to support its North American Service Centers. Honored at the first annual Intelligent Assistant Conference, Hyatt’s virtual assistant solution was recognized as a best-in-class example of an automated self-service system that provides a pleasant, human-like customer experience.

Hyatt is one of three enterprises that were honored as winners of the 2014 Intelligent Assistant Award, selected from dozens of submissions in its inaugural year. At this inaugural event, recipients were selected by a panel of judges who evaluated each submitted virtual assistant application for their ability to meet or exceed a mix of business objectives, including overall business value, the quality of the customer experience it created, the level of innovation displayed in its deployment, the nature of user interface, breadth of services offered, and consistency across multiple channels.

The IVA was implemented at Hyatt’s North American Service Centers to collect several pieces of guest information to passing the call to a Hyatt associate to assist with the customer’s questions. The Virtual Assistant system makes the transition from automated to live caller as seamless as possible, therefore allowing the Hyatt associate to have upfront information about the guest’s needs, which immediately and efficiently allows the associate to focus on a solution.

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“Receiving the Intelligent Assistant Award from Opus Research is particularly meaningful because the integration of Interactions’ Virtual Assistant has allowed our colleagues at Hyatt’s North American Contact Centers to continue enhancing and elevating the Hyatt guest experience,” said John Romano, director of performance and planning for Hyatt. “By introducing an application that fits seamlessly into our contact center processes, our associates are able to focus on bringing Hyatt’s brands to life and build loyalty amongst our guests, ultimately creating a premium guest experience, for which Hyatt is known.”

“Hyatt pioneered the use of virtual assistant technology for the hospitality industry in 2011,” said Interactions CEO Mike Iacobucci. “By combining innovative technology with Hyatt’s approach to reservations, while maximizing the value of its highly trained associates, we’ve been able to truly create a unique guest experience. We’re thrilled to have been involved with a company like Hyatt on this game-changing initiative.”

“Hyatt’s use of IVA was distinguished by the efficiency of its human-like voice responses,” explained Dan Miller, one of the team of judges and lead analyst at Opus Research. “The judges were impressed by the system’s ability to fulfill Hyatt’s business objectives, while providing a very pleasant experience to callers.”

For a complete list of the 2014 Intelligent Assistant Award winners, please visit opusresearch.com.