From fragmented inboxes to
15x better AI resolution
How IMLAUER Group unified guest communication across four Austrian properties and turned a 6% chatbot failure into 93% AI-powered resolution.
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Four properties, one vision
of Austrian hospitality
Founded in 1999 by Georg and Ingrid Imlauer, the IMLAUER Group has grown into one of Austria's most respected hotel groups. With over 450 employees across Salzburg and Vienna, the group is known for warm, personal service and distinctive properties.
Four properties are active on chatlyn: IMLAUER Hotels (Brau), IMLAUER Hotel am Mirabellplatz, IMLAUER Hotel Pitter, and IMLAUER Hotel Wien.
Four properties,
too many platforms
As IMLAUER grew, so did the complexity of managing guest communication. Each property was fielding enquiries across multiple channels with no unified view and no way to ensure consistency across the group.
Staff spent significant time every day just logging into separate systems and switching between platforms. Conversations started on one channel were invisible to colleagues on the next shift.
Front desk teams were drowning in repetitive enquiries while more nuanced requests risked falling through the cracks.
Previous chatbots
query resolution rate
- Expensive to set up
- Labour-intensive to maintain
- Struggled with nuanced questions
- Poor multilingual support
chatlyn AI
query resolution rate
- Trained instantly with own docs
- No decision trees to maintain
- Handles nuanced questions
- Fluent in multiple languages
The wrong AI
for hospitality
Before chatlyn, IMLAUER trialled two well-known chatbot platforms. Both were expensive to set up, labour-intensive to maintain, and delivered results that didn't justify the effort.
They accurately resolved just 6% of guest enquiries. The bots struggled with nuanced questions, different languages, and the specific knowledge that makes each IMLAUER property unique.
The problem wasn't the idea of AI. It was the wrong AI for hospitality.
One platform across
all four properties
IMLAUER first came to chatlyn for its omnichannel inbox. The impact on day-to-day operations was immediate. Conversations could be assigned, labelled, and tracked. The endless tab-switching stopped.
Omnichannel inbox
Every guest conversation, from every channel, in a single shared workspace. Staff can leave internal notes and assign conversations to the right team member.
AI chatbot for hospitality
Trained instantly with IMLAUER's own FAQs, property guides, restaurant menus, and local recommendations. No code or decision trees required.
WhatsApp newsletters
Reaching guests before and during their stay with seasonal offers, restaurant experiences, and in-house services. 93% open rate vs. roughly 20% for email.
What changed
WhatsApp open rate
Compared to roughly 20% for email, guest messages sent through chatlyn get read.
AI resolution improvement
From 6% with previous chatbot solutions to 93% with chatlyn's hospitality-native AI.
Faster multi-channel login
Staff spend less time switching between platforms and more time with guests.
Coverage across properties
All four properties covered in multiple languages, without additional staffing.
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.
Bring AI & omnichannel
to your hotel group
Whether you manage 2 properties or 20, chatlyn gives your teams the tools to deliver consistent, personal service at scale.