case studies: IMLAUER Group
IMLAUER Group and the Revolutionary chatlyn AI Chatbot Transformation
Since its inception in 1999 by Georg and Ingrid Imlauer, the IMLAUER Group has evolved into a prestigious conglomerate of hotels and restaurants, boasting over 450 employees. The group’s journey began with the acquisition of StieglBräu in 1999, which was later rebranded to Hotel Bräu and Braurestaurant Imlauer. Expanding its footprint to Vienna in 2004 with Hotel Nestroy and further enriching its portfolio with Hotel IMLAUER Wien in 2005, the group has continuously diversified. This includes acquiring the IMLAUER Hotel Pitter Salzburg and launching several gastronomic ventures, culminating in the addition of the luxury IMLAUER Hotel Schloss Pichlarn in 2021, marking their first foray into the 5-star segment.
Key Performance Highlights Achieved with chatlyn
open rate with WhatsApp Newsletters.
increase in the success rate of query resolutions.
decrease in multi-channel login time.
Challenge
Tasked with the monumental goal of ensuring operational efficiency and unparalleled customer service across its vast array of communication channels, the IMLAUER Group sought a solution to streamline interactions and maintain consistency in customer experience across its expanding portfolio.
Solution with chatlyn
Initially drawn to chatlyn for its comprehensive omnichannel inbox feature, the IMLAUER Group aimed to centralize all customer interactions through a single platform. However, the quest for enhanced efficiency led to the exploration of chatbots. Despite initial trials with two prominent chatbots, the experience was fraught with challenges. These chatbots were not only costly and labor-intensive but also delivered disappointing performance, accurately addressing a mere 6% of inquiries.
Recognizing the need for a more effective solution, chatlyn introduced its proprietary AI chatbot, tailor-made for the travel industry. This chatbot boasted remarkable ease of integration, could be trained instantly with any document, and offered human-like, highly accurate responses. It excelled in understanding any typos, languages, and the nuances of the IMLAUER Group's knowledge base, propelling the success rate from 6% to an astounding 93% in query resolution.
The deployment of chatlyn's AI chatbot and omnichannel platform has been transformative. It has streamlined our customer interactions, ensuring consistency and quality in our service delivery. This shift has not only optimized our operations but also affirmed our dedication to innovation and excellence in hospitality.
IMLAUER
Daniela Eder
Rooms Operation Manager at IMLAUER HOTEL PITTER Salzburg
Impact
The integration of chatlyn's AI chatbot, alongside its omnichannel capabilities and Journey Builder, revolutionized the IMLAUER Group's customer service. This technological leap significantly reduced the time spent on customer inquiries, elevating customer satisfaction with round-the-clock, precise responses. The AI chatbot and chatlyn's platform have become indispensable in maintaining high service standards and enhancing operational efficiency across the group.
The IMLAUER Group's adoption of chatlyn's AI chatbot and omnichannel solution underscores the profound impact of digital innovation in the hospitality sector. By embracing these technologies, the IMLAUER Group has set a new standard in operational efficiency and customer satisfaction, showcasing the critical role of AI in driving the future of hospitality.
