Executive Summary
A global hospitality leader aimed to enhance guest experience by automating sentiment analysis and response generation using Generative AI. The solution enabled real-time feedback capture and intelligent engagement across platforms.
Business Challenge
- Inconsistent and delayed responses to customer feedback
- Difficulty in analyzing real-time sentiment
- Lack of personalization in engagement
- High manual effort in monitoring and responding
- Limited visibility into emerging issues
- Need for scalable brand reputation management
Business Challenge
- Inconsistent and delayed responses to customer feedback
- Difficulty in analyzing real-time sentiment
- Lack of personalization in engagement
- High manual effort in monitoring and responding
- Limited visibility into emerging issues
- Need for scalable brand reputation management
Our Solution
- Real-time feedback capture from online forums
- Generative AI engine for intelligent response generation
- Contextual data retrieval for personalized replies
- Automated posting across platforms
- KPI tracking for team effectiveness and decision-making
Key Results and Benefits
- 50% reduction in manual effort
- Improved customer service quality
- Streamlined operations and responsiveness
- Enhanced brand reputation and customer trust
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
