Receiving the Intelligent Assistant Award is particularly meaningful because the integration of IVA has allowed our colleagues at Hyatt’s North American Contact Centers to continue enhancing and elevating the Hyatt guest experience.
CHICAGO (PRWEB) October 22, 2014
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.
“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 Chief Executive Officer 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. The term “Hyatt” is used in this release for convenience to refer to Hyatt Hotels Corporation and/or one or more of its affiliates.
Since 2004, Interactions Corporation's mission is to make self-service easy and efficient, one interaction at a time. Our award-winning enterprise customer care solutions have handled well over one billion transactions to date and continue to liberate people from frustrating customer care experiences while delivering real savings to the most well-known organizations in the world. We're a hosted service provider that delivers conversational sales, service and support solutions across every device with type, touch or talk capabilities. Interactions Corp. is a privately held company and is headquartered in Franklin, Massachusetts.
About the Intelligent Assistants Conference (IAC)
The Intelligent Assistants Conference, produced by Opus Research, was the first-of-its-kind gathering of technology providers and customer experience professionals dedicated to using natural language processing, machine learning, artificial intelligence and real-time analytics to create computer systems that can reason and learn. Sponsors included Nuance, Intelliresponse, Next IT, Interactions Corp., SmartAction, LinguaSys and inbenta. Speakers included experts from SRI International, IBM, Intel, Microsoft, Openstream, Jibo, EasilyDo and Expect Labs. In addition to the IAA winners, practitioners included Coca-Cola, Schlage and Windstream Communications.
About Opus Research
Opus Research is the leading IT industry analyst firm focused on “conversational commerce,” which combine automated speech processing technologies, contact center automation, enterprise collaboration and mobile commerce. It also has research practices that focus on voice biometrics and indoor location and analytics technologies. See http://www.opusresearch.net
About Hyatt Hotels Corporation
Hyatt Hotels Corporation, headquartered in Chicago, is a leading global hospitality company with a proud heritage of making guests feel more than welcome. Thousands of members of the Hyatt family strive to make a difference in the lives of the guests they encounter every day by providing authentic hospitality. The Company's subsidiaries manage, franchise, license, own and develop hotels, resorts, branded residences and vacation ownership properties under the Hyatt®, Park Hyatt®, Andaz®, Grand Hyatt®, Hyatt Regency®, Hyatt Place®, Hyatt House®, Hyatt Zilara™, Hyatt Ziva™, Hyatt Residences® and Hyatt Residence Club® brand names and have locations on six continents. As of June 30, 2014, the Company's worldwide portfolio consisted of 563 properties in 48 countries. For more information, please visit http://www.hyatt.com.