Improved customer service and data insights
With Eva, EcoHotels can offer 24/7 support with instant responses, enhancing customer service and speeding up the booking flow. During the booking process, Eva can also suggest additional services – such as adding breakfast or spa access – to customize the stay, and help hotels upsell.
Furthermore, EcoHotels will gain new data insights into customer needs and behavior, so they can identify patterns and improvements regarding the website, offerings, and overall user experience.
According to Patricia Plesner, EcoHotels will also benefit from a solution not seen before in the travel industry: “Eva offers a different booking experience – and hopefully, it’s a solution that some will prefer and choose over others.”
From booking assistant to travel agent
Looking ahead, the vision is to develop Eva from being a booking assistant to become a travel agent, who can help customers plan a full itinerary from airport transportation to restaurant recommendations. However, more immediate priorities are to integrate pricing and availability filters, while also expanding to languages other than English to cater to a larger target audience.
Apart from supporting these next steps, NTT DATA Business Solutions will assist in developing Eva and updating her continuously, so she always has the latest knowledge on hotels and filters, or if a trend arises, making sure that it is factored into her algorithm.