Where the Customer Really is King
How Hotels are Elevating Guest Service with Smart Automation
Uncover the full story behind A&O Hostels’ success and find out...
- why the well-known hostel chain is in such high demand that customers from all over the world send around 150,000 emails per month to the service team and
- how the A&O service team now manages to answer every e-mail in less than 24 hours.
„There are three dramatic events in the life of every office worker: firstly, a change of supervisor, secondly, the death of their potted plant and thirdly, a new telephone system.“
Christian Ankowitsch
German Journalist, Die Zeit
Transforming Customer Service with novomind iAGENT Mail
With over 150,000 customer emails each month and an expanding presence across Europe, A&O Hotels and Hostels needed a robust solution to maintain exceptional guest service. Enter novomind iAGENT Mail - a powerful, AI-powered communication platform that enabled A&O to deliver 24/7 multilingual support.
In just six weeks, A&O implemented novomind iAGENT Mail, reducing response times from 48 hours to under 24, even during peak periods. This seamless digital transformation enhanced agent productivity, lowered operational costs, and significantly improved customer satisfaction—fueling A&O’s continued growth and guest loyalty.
About novomind
novomind AG develops tailored software solutions for customer service and digital commerce across the world. The highest level of dedication, maximum customer focus and close collaboration across all levels are at the centre of its product development and implementation. As an owner-managed company in Germany, novomind is one of the market-leading providers of AI-based software and services from a single source and specialises in companies in the enterprise segment. Its portfolio includes standardised yet flexible-to-use software products such as novomind iAGENT.
novomind APAC, the Asia-Pacific subsidiary of novomind AG, brings this legacy of innovation to the region, combining cutting-edge technological expertise with a deep understanding of local market needs. We are dedicated to providing tailored customer service solutions that empower governments and businesses to thrive in the digital age. With a strong focus on cutting-edge AI, a diverse portfolio of software products, and a highly skilled local team, we deliver solutions that are both globally recognised and uniquely adapted to the challenges of the APAC market.