Global Hotel Network Revolutionizes Quality Assurance Program with CX/EX Scoring Bot

Solution

By leveraging the CX/EX Scoring Bot, the company’s support team now benefit from real-time coaching and guidance during customer interactions. Using cues derived from tone and dialogue, agents can forge deeper connections with guests, nurturing stronger relationships.

Every call is now followed by rich, redacted transcripts from the CX/EX Scoring Bot. These detailed summaries help agents follow up effectively on customer issues and identify areas where additional training may be required. Through data-driven assessments and collaboration with supervisors, the bot’s personalized coaching facilitates continuous growth and development for agents. The system incorporates positive feedback and goal recognition to boost agent motivation. Skills are monitored, and progress reports are shared with supervisors on a daily basis.

Departing from traditional survey tools, this hotel franchising company has embraced a more accurate and robust approach to assessing the customer experience. The CX/EX Scoring Bot provides a CX score for every call, ensuring it becomes the cornerstone of the organization’s quality assurance programs. Supervisors receive real-time alerts whenever CX scores fluctuate or when particularly challenging calls require immediate attention. This approach empowers supervisors to intervene promptly and provide the necessary support to agents.

Monitoring agent well-being is crucial to maintaining a happy and productive workforce. The company tracks an EX score to achieve this, allowing for early interventions and targeted operational decisions to improve agent well-being and reduce attrition risk.