Hotel Sacher achieves a 96% automation rate with HiJiffy, freeing up staff to provide guests with unforgettable service
July 2023 – June 2024
24K
Conversations
96%
Automation rate
1.2K
Hours saved
Introduction
This case study illustrates how Hotel Sacher has achieved an impressive 96% automation rate and significantly reduced repetitive tasks by implementing HiJiffy’s conversational AI.
This page explores the challenges Hotel Sacher faced, the rollout of the solution and the successful results that followed. This is based on metrics and reports from HiJiffy’s Guest Communications Hub as well as findings and insights from the Hotel Sacher team.
The Client: Hotel Sacher
The Austrian Hotel Sacher, founded in 1876, offers its guests a unique blend of historical importance and luxurious ambience. As a member of the renowned “Leading Hotels of the World”, it stands for exclusive accommodation and outstanding venues for weddings as well as upmarket restaurants in Salzburg, Vienna and Seefeld.
Sacher Hotels are family-run hotels that put a great value on personalised care and warm service. This atmosphere is reflected in the ways all guests are treated, be it during a stay in one of the elegant signature suites or when savouring the famous original Sacher Torte.
Luxury, culinary delights, and family traditions are the hallmarks of Sacher Hotels. With their three hotels in Vienna, Salzburg and Seefeld as well as coffee houses in Vienna, Salzburg, Graz and the newly opened Caffè Sacher in Trieste, they are one of the best-known family businesses in the world and delight visitors from all over the world every day.
The Challenges
During the COVID-19 pandemic, Hotel Sacher began to engage intensively with digital communication and initially installed a chat function on its website. It quickly became clear that this solution was too time-consuming for employees, as they had to answer many recurring questions manually. Following the pandemic, the number of bookings and the website volume increased significantly, leading to an uptake in chat enquiries and making work even more difficult for the staff.
To meet these challenges and reduce the pressure on employees, the need for a chatbot that could automatically respond to frequently asked questions (FAQs) became increasingly urgent. Having come across HiJiffy’s services, Hotel Sacher wanted to find out whether a chatbot could be used effectively in the luxury segment.
The Solutions
After analysing the technological solutions available, Sacher Hotels opted for HiJiffy’s guest communication platform to overcome their challenges and achieve their goals. Since its implementation in 2023, conversational AI has greatly improved the guest journey in Vienna and Salzburg.
- Answering frequently asked questions (FAQ)
HiJiffy’s conversational AI, which is trained and specialised in over 200 industry-specific topics in the hotel industry, answers incoming enquiries immediately, 24/7, via various channels such as web chat and WhatsApp. This reduces the workload on employees and automates repetitive tasks, resulting in considerable time savings.
- Chat-based bookings
The conversational AI is seamlessly integrated into the booking e ngine and guides guests through the entire booking process. This enables the simple and efficient conversion of interested travellers into bookings and promotes direct bookings.
- Improved customer service
Automated communication ensures that a contact person is always available. AI takes over routine tasks so employees have more time for personalised enquiries. This raises the standard of service quality and makes it possible to better cater to guests’ individual needs.
- Time-saving
The introduction of chatbots reduces the pressure on staff. Automation saves valuable time, which can be used for more strategically important tasks. This enables more efficient use of resources and the planning of innovative services that offer guests more added value.
The Results
Implementing HiJiffy’s conversational AI at the Hotel Sacher has led to remarkable results. These successes demonstrate how effective the automation and improvement of guest communication can be through advanced and specialised technology.
96% automation fo conversations
After introducing HiJiffy’s AI, Hotel Sacher achieved an impressive 96% automation rate. Of the 24,300 conversations in total, around 23,361 were handled independently by the chatbot without the intervention of a human staff. These enquiries cover a wide range of topics, including common questions about restaurants, table reservations and breakfast, as well as bookings for these services.
On peak days, up to 130 conversations were held, with only two enquiries having to be forwarded to staff.
Time saved: 1,200 hours
Automation led to considerable time savings. Given the average processing time of 3 minutes and 11 seconds per enquiry, the chatbot saved 1,200 hours. The instant feedback from the chatbot enabled staff to use their time more effectively and focus more on looking after guests personally.
Extension of the HiJiffy solution
The results were so satisfactory that Hotel Sacher expanded the HiJiffy solution further. A WhatsApp concierge is currently being implemented to enable guests to communicate with the chatbot via WhatsApp and use room service, for example. This function is available in every language, which benefits the hotel’s international guests.
Testimonials
“Partnering with HiJiffy has been a rewarding experience. The seamless integration of their chatbot into our website has been a game-changer, with guests expressing high satisfaction levels. We’ve also been impressed by the great and quick support from the HiJiffy team, making this collaboration both smooth and successful.”
Paul Sorantin, Head of Commercial Performance at Hotel Sacher
“HiJiffy has significantly improved guest interaction and support by providing a fast and efficient service around the clock. It’s a time saver for our staff and associates, allowing us to spend more time on-site looking after our guests. HiJiffy is a great partner for hoteliers as it helps them to improve the guest experience by communicating with them before and during their stay.”
Gamze Sezer, Front Office Supervisor at Hotel Sacher Wien
“Working with Paul and the Sacher Hotels teams was a pleasure. They have shown an exceptional commitment to high-quality service from the beginning. Their attention to detail is evident in how they customise every piece of information about the hotel’s services to enhance the guest experience. Paul and his team always show a willingness to improve and maximise the use of our solution. They have fully embraced the system, and every team member understands and uses it effectively. Dedication to following best practices ensures that they get the most out of the tools available and continuously improve the guest experience. I appreciate the collaboration and look forward to working with the Sacher team.”
Joana Rodrigues, Customer Success Manager at HiJiffy
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