Indian hotel chain, OYO, has developed an platform integrated inside it's app called OYO Assist. This in-app feature helps customers perform modifications on their bookings, get assistance on refunds, and more. OYO claimed in a recent statement that this consumer product is the first of its kind for the hospitality sector, offering end-to-end automated resolutions for its users.
OYO Assist will act as a personal assistant to fulfill requests for services and answer queries on hotel policies, cancellation, and modify bookings, to bring transparency in issues raised by customers, the statement said.
“With OYO Assist on our mobile app for customers, we can now resolve concerns faster and improve the overall guest experience at every touch point,” said Anil Goel, chief technology officer, OYO. Through OYO Assist, the company hopes to encourage repeat users and boost its loyal customer base.
“The escalation directly flows to Property Manager tablet and if he is unable to resolve the issue in 30 minutes, OYO will provide them with automated resolution. In addition, the application also provides various booking modifications including a change in date, occupancy, number of rooms, early check-in, late check-out, cancellation or no-show charges,” the company said in the statement.
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