Client Profile
Luxury Boutique Hotel featuring 50 premium rooms serving international clientele with high service expectations
Hospitality Challenge
- Critically low NPS score of 15 damaging reputation and bookings
- Limited guest feedback during stays preventing proactive service recovery
- 58% guest response rate gap with traditional feedback methods
- Reactive approach to guest experience management
LexicPulse Hospitality Solution
Implementation of AI-powered customer interviews for real-time guest experience optimization using conversational AI for customer research
Implementation & Guest Journey Integration
The hotel deployed LexicPulse's automated voice interviews across multiple guest touchpoints for comprehensive feedback capture. Our AI voice agents for customer feedback engaged guests through:
- Post check-in automated calls (24-hour intelligent timing)
- WhatsApp for customer feedback integrated with reception for instant insights
- In-room QR codes linking to conversational AI customer research experiences
- Pre check-out phone interviews for comprehensive stay evaluation
- Multi-language voice support for international guest accessibility
Critical Guest Experience Insights
Check-in Process Inefficiencies
AI-powered customer interviews revealed systematic delays affecting guest first impressions, particularly for international arrivals.
"Check-in took 20 minutes after a long flight. At a hotel of this caliber, I expected something much smoother and more welcoming." - International guest via automated voice interview
Concierge Service Gaps
Voice-first customer research identified lack of proactive local recommendations and multi-language information availability issues.
Dining Experience Limitations
40% of guests mentioned restrictive dietary accommodation and inflexible restaurant scheduling through conversational AI feedback.
Exceptional Hospitality Outcomes
- NPS improvement from 15 to 60 points in just 6 months
- 35% increase in overall guest satisfaction scores
- 50% reduction in formal post-stay complaints
- 25% increase in repeat booking rates
- 400% improvement in actionable guest feedback volume
Elevate Your Hotel's Guest Experience
Ready to transform hospitality service with conversational AI for customer research?
Contact LexicPulse: info@lexic.ai