Efficient, Instant Customer Service
Automating 70% of Customer Service Queries for 1M Users
Overview
AI with Human Hospitality
Covena built an AI concierge agent for AYANA, one of Bali's largest luxury resort and hotel chains. This agent manages bookings, recommends rooms, promos, and answers FAQs for users instantly.
The solution significantly reduces the labor required to respond to the massive volume of customer messages, ensures 24/7 availability, supports four languages (English, Chinese, Japanese, Korean), and allows users to make changes instantly.
Problem
Delays, confusion, and costly labor
AYANA, a leading luxury resort and hotel chain in Bali, serves a large number of international customers, each making massive volumes of customer service requests, from multiple time zones.
The customer service staff was overwhelmed, leading to long hold times and delays due to time zone differences. Language barriers further complicated service delivery. This led to growing labor costs and customer dissatisfaction.
Process
Capturing the Essence of AYANA
Understand the Client's Requirements: Identified common inquiries and desired outcomes for accuracy, speed, and cost. Identified client data availability.
Create a Detailed Execution Plan: Outlined timelines and system integrations suitable for AYANA.
Develop the Solution:
Built the core functionalities of the AI concierge on a test platform.
Integrated the AI into a chatbot widget on AYANA’s website, connected to AYANA's live database for up-to-date room recommendations, promotions, and booking information.
Ensured the AI could handle inquiries about weddings, spa services, and other amenities, pulling information directly from AYANA's API.
Redirected users to the prefilled booking website for room reservations and changes.
Developed an admin dashboard with metrics, chat history, and issue tracking for continuous improvement.
Testing and Review with Client:
Initial Testing: Measured accuracy and identified issues in response accuracy and handling diverse types of questions.
Client Review Sessions: Conducted multiple live sessions with AYANA for testing and feedback.
Client Visit: Covena team went to AYANA and worked on premises to get a feel for the culture and hospitality.
Real-world Testing: Implemented the AI concierge in a live environment to handle customer inquiries.
Maintenance and Support:
Provided ongoing maintenance and consultation to ensure the solution continues to function effectively and adapt to new types of queries. AYANA can easily update information on the platform.
Solution
Premium Hotel Hospitality for All
Covena developed an AI Personal Hotel Concierge agent capable of:
Understanding all user intent and redirecting them to the appropriate flow (e.g., wedding inquiries to wedding services, spa inquiries to spa services).
Making booking recommendations, based on special requests (eg. “I want an ocean view”)
Pulling all information directly from AYANA’s live database, and is able to make changes to bookings immediately.
Answers all questions based on live data, including promotions, room availability, and other details.24/7 handling, supporting 4 languages: English, Chinese, Japanese, Korean.
Easy-to-use AYANA admin dashboard with chat histories and key metrics.
Result
Massive reduction in delays and costs, increased customer satisfaction
Eliminated delays in most customer service requests
Significantly reduced human labor load, saving it only for specialized tasks
Customers had better experience making changes whenever, in their most comfortable language
What they say?
"Wow! This was able to answer 70% of our customer service queries, very helpful during peak customer service times." (translated)
Nina • Head of Studilmu Customer Service
“Covena team has been very accommodating of our requests.” (translated)
Dwena • Studilmu Customer Service Team
