How Pega Helps Hotels
Hotels face challenges in personalizing guest stays, optimizing revenue, managing staff efficiency, and ensuring seamless operations. Pega’s AI-driven automation and real-time decisioning help hotels boost bookings, streamline service delivery, and maximize profitability—from reservations to post-stay engagement.
AI-Powered Chatbots
Conversational AI for Booking & Support: Handles complex queries via natural language processing (NLP).
Voice-Enabled Assistants: Integrates with smart speakers (e.g., Alexa) for hands-free flight updates or check-ins.
Omnichannel Support: Integrates customer interactions across call centers, chatbots, email, and social media for seamless service.
Customer Personalization
AI-Powered Recommendations: Pega Decisioning uses real-time data (past bookings, loyalty status, preferences) to offer personalized upsells (e.g., seat upgrades, lounge access).
Dynamic Pricing & Offers: hotels use Pega to tailor promotions based on customer behavior, increasing ancillary revenue.
Loyalty Program Optimization: Enhances frequent flyer programs by predicting customer needs and rewarding engagement.
Customer Service
Automated Ticketing & Issue Resolution: Pega’s case management helps hotels handle customer inquiries, complaints, and disruptions by automating workflows and suggesting resolutions.
Omnichannel Support: Integrates customer interactions across call centers, chatbots, email, and social media for seamless service.
Self-Service Portals: Patrons can book rooms, request refunds, or manage loyalty points via AI-powered self-service options.
Operational Efficiency
Staff Management: Automates staff scheduling, fatigue management, and compliance with regulations.
Regulatory Compliance: Ensures adherence to HR regulations through automated policy enforcement.
Post-Trip Engagement
Automated Survey Generation: Sends personalized post-stay feedback requests via preferred channels.
Social Media Sentiment Analysis: Monitors guest sentiment on Twitter/Instagram to address complaints proactively.
AI-Generated Messages: Sends tailored post-stay emails based on trip details.
Revenue Management
Dynamic Pricing Strategies: Uses AI to adjust rates based on demand, competitor pricing, and customer profiles.
Fraud Prevention: Detects fraudulent bookings or loyalty point redemptions using predictive analytics.
AI-Priced Rates Classes: Pega analyzes demand signals (searches, bookings, competitor prices) and adjusts rate buckets (Y/B/M classes) dynamically.
HOW WE HELP
Our Pega consulting services are tailored to empower businesses by integrating an Pega solution into their operations. We specialize in providing end-to-end support, from strategic development to implementation and ongoing optimization. How we help:
We begin by meeting with stakeholders from various departments—such as business, marketing, and data teams—to define the objectives of the Pega solution. This step is crucial for understanding the specific metrics and insights that stakeholders need to make informed decisions.
