How Does Hybrid Customer Service Work?

Ameniti offers one AI platform that manages inquiries and provides service across all channels, from messaging to calls to Voice Assistants. We even answer emails that our clients receive through OTAs. Our vision is an omnichannel, hybrid solution that reduces costs for hotels, while enhancing the guest experience. This solution works well, not only for hotels, but for any business with heavy customer service demands.

An Automated, Omnichannel Foundation

We’ve innovated every aspect of guest service to make hybrid customer support a reality. This starts with automated communication across all channels. For example, we pioneered voice technology to make user authentication possible, even through platforms like Google Assistant. This allows clients to request whatever they need through voice alone. Ameniti automatically identifies the guest’s data and can create a ticket if necessary. The entire process takes place with no human intervention required.

With the help of cloud-based integrations, we’ve further minimized the need for intervention at every point in the stay cycle. For example, if a guest wants to add another night to her booking, Ameniti can verify her identity and post changes directly in the PMS. 

Ameniti’s automation operates based on your hotel's predetermined rules, managing common - and not-so-common - issues that occur on a daily basis. Automating the early stages of guest support streamlines the customer care journey, and frees up agents to deal with inquiries that require a human touch.

Although automation handles 90% of inquiries, we have you covered for those tough questions that require a human touch.

The Hybrid Customer Service Experience

Despite our belief in the power of automation, we knew that there are always occasions that require a human touch, whether due to guest preference, unprecedented situations or a particularly dissatisfied guest. So we streamlined that part of the process as well.

Ameniti 360 Agents are here to serve hotels and guests across all channels. Our agents are connected remotely to each hotel’s PMS. We offer flexible plans, ranging from 24/7 live agents to batch responses at designated time slots throughout the day.

Would you like to give Ameniti 360 a try? Contact our sales team here.