Mumbai, Aug 21: OYO, the world’s leading hospitality chain introduced Yo! Help, a 24×7 real-time chat assistant for guests with a valid booking across OYO hotels and homes globally.
Through this technology, OYO is set to enable seamless experiences throughout the consumer journey, right from the post-booking to post-checkout or cancellation phases.
Through, Yo! Help, OYO aims to enable guests with self-help and self-serve mechanisms so that they can seek answers to their queries at any time, and anywhere through a single tap of a button.
Some of the key USPs of OYO’s Yo Help! are end-to-end automation and high-speed resolution which is completely built in-house with the ability to detect fraudulent cases.
OYO’s realtime assistant, Yo! Help is educated with secure data to increase its intelligence and empathy quotients. The company has also worked towards gamifying responses in an effort to make consumer interactions more human and less transactional.
The company invested nearly six months building the technology; thereby, ensuring its effectiveness and productivity. Additionally, through the company’s deeply integrated tech stack, it will also launch projects to personalize guest interactions rather than a neutral request-response mechanism. As a global organisation, OYO’s chatbot is built to provide different experiences for consumers across different countries, considering every geography’s unique challenges. Yo! Help leverages Natural Language Processing (NLP) to decrease the interaction time and bubble up relevant queries from the guests based on freely written text. This technology is also capable of personalising experiences for guests on OYO’s platforms. Commenting on the introduction of Yo! Help, Anil Goel – Group Chief Technology & Product Officer said, “Typically, the hospitality industry is known as one of the most high-touch industries, relying mainly on human connections, be it the warm greetings at the reception, tikka on arrival, check-in, check-out formalities or room service among others. With COVID-19 spreading rapidly across the globe and social distancing becoming a way of life, the hospitality industry is at a pivotal point of transformation. The pandemic is ushering a ‘digital-shift’, which is an opportunity for us to rebuild differently and strengthen our focus on tech-enabled experiences. We are, therefore, focussing our efforts on enhancing processes and doing more with less. This is a once-in-a-lifetime situation that can leave us completely transformed.” He adds, ”At OYO, we believe in continuous improvisation as we aim to go the extra mile for our consumers. With Yo! Help, we are enhancing customer experiences and at the same time helping our business reduce costs without compromising on the customer service delivered to the end consumer.” (UNI)
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