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In hospitality,success hinges on understanding guest needs—and nothing captures these needs better than communication data.Calls,service requests,and feedback hold clues to what guests value,but extracting insights manually is time-consuming and error-prone.Redstone’s AI-CEM(Customer Experience Management)system automates this process,turning raw data into actionable strategies for data-driven hotel operations.
AI-CEM collects and analyzes every guest interaction—from room phone calls to AI Telephone Butler chats.It identifies patterns,such as frequent requests for extra pillows,complaints about slow Wi-Fi,or praise for a specific staff member.A 400-room hotel using AI-CEM discovered 30%of guests asked for late checkout,prompting them to add flexible checkout as a standard amenity—boosting positive reviews by 18%.
Real-time complaint alerts prevent negative reviews.AI-CEM flags emotionally charged calls(e.g.,angry guests about noisy neighbors)and ranks them by urgency,notifying the right staff(e.g.,security or management)instantly.A resort using this feature resolved 85%of complaints during the guest’s stay,reducing negative online reviews by 25%.
Service quality checks drive improvements.The system analyzes call duration,response times,and resolution rates to identify gaps.For example,if front desk calls take 5 minutes on average(vs.the target 2),AI-CEM generates a report highlighting training needs.A hotel chain using this feature reduced average call time by 40%after targeted staff training.
Operational efficiency is optimized through data.AI-CEM tracks internal communication patterns,such as how long housekeeping takes to respond to room requests.If data shows delays on weekends,managers can adjust staffing—ensuring 20%more housekeepers work peak periods.A beach resort using this insight cut room turn-around time by 30 minutes.
Revenue opportunities are uncovered.By analyzing calls about amenities(e.g.,spa bookings,restaurant reservations),AI-CEM identifies upsell opportunities.A hotel发现40%of guests ask about on-site dining,so they trained staff to suggest daily specials—increasing restaurant revenue by 12%.
Integration with PMS and VoIP systems ensures accuracy.AI-CEM syncs with call logs from Redstone’s IP-PBX and guest data from PMS,linking interactions to specific stays.This allows hotels to track guest journeys:a guest who requested a quiet room on their first stay can be prioritized for a quiet floor on their next visit.
Custom reports guide strategic decisions.AI-CEM generates dashboards on key metrics like occupancy impact of wake-up call compliance,most requested services,and staff performance.Managers use these to adjust resources—e.g.,increasing room service staff during peak call times.A chain hotel used AI-CEM reports to standardize service across 10 properties,improving consistency.
ROI is measurable.Redstone’s data shows hotels with AI-CEM recover$7,000+monthly in potential losses from avoided complaints and negative reviews.They also see 18+recovered negative reviews monthly,preserving brand reputation.For a 400-room hotel with 85%occupancy,this translates to significant long-term revenue gains.
In summary,Redstone’s AI-CEM transforms communication data into a strategic asset.By uncovering needs,resolving issues fast,and guiding decisions,it helps hotels shift from guesswork to data-driven excellence.In today’s competitive market,this insight is the key to standing out.
Redstone Systems, Inc. founded in Delaware, USA in December 2002, has been the ODM vendor for many well-known communications companies, serving the Southeast Asian market. In 2020, Redstone Systems will begin to return to the North America market with its self-developed brand.
Redstone has a complete product line of intelligent voice gateways, providing IP-PBXs, analog VoIP gateways (FXS/FXO), digital VoIP gateways (E1/T1), border appliances, and session boundary controllers (SBCs).
With advanced technology in digital signal processor (DSP), speech coding and speech processing, as well as efficient operational tools such as cloud remote management, auto provisioning, Redstone gateways are widely used in markets of enterprise communications, cloud communications, call centers, operators’ IMS/SIP trunks, bringing users friendly, efficient and reliable communication experience.
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