Smartconcierge guest engagement solutions leader unveils next generation and first-of-its-kind real-time staff productivity and cross-property enterprise-wide analysis features in Ivy®
SANTA MONICA, CA (January 7, 2019)– Go Moment®, the world’s largest provider of real-time artificial intelligence guest communication solutions for the hospitality industry, today announced Ivy® Analytics 2.0, the world’s first Enterprise-ready real-time hotel guest engagement and staff productivity business intelligence tool.
Facilitated by the implementation of Go Moment’s smartconcierge solution, Ivy®, these cutting-edge business intelligence and analytics capabilities give hoteliers unprecedented visibility into guest engagement and communications at scale. Hoteliers get an immediate snapshot of guest issues, which then influences hotel operations and evolves the guest experience by proactively reducing unanticipated or unaddressed guest service concerns. Go Moment’s robust Ivy® Analytics provides insights on the combined productivity of the hotel staff plus Ivy. One Go Moment client, for instance, could see that Ivy had saved its staff 900 hours in the last year, with Ivy’s response time averaging 0.1 seconds.
Go Moment’s new data platform enhancements enable hotel group executives to review their analytics on a per-property basis, viewing success benchmarks and trends over time. These metrics can then be compared against other properties or in relation to a competitive set of other hotels. The top three features of Go Moment’s new real-time analytics that hotels use to drive success are:
- Response time by all staff, with Ivy included — This powerful benchmark also revealsconsistency in service. Top-performing hotels with Ivy have a two-minute or less resolution time, improving guest engagement rates and raising guest satisfaction
- Real time guest sentiment and campaign activity– Hoteliers can better grasp the impact of service delivery on guest satisfaction. This conversion datapoint looks at guest feedback at mid-stay, and how many guests look to write positive reviews.
- Resolutions of guest issues by staff versus resolutions by Ivy — This metric reveals Ivy’s multiplication factor relative to hotel staff communications. Go Moment offers custom improvements to the smartconcierge AI-driven responses to further enhance Ivy responses and automation rates over time.
Other analytics include total outgoing and incoming messages, number of times guests are successfully reached, total unique guest responses, engagement rate, and average staff resolution time per user and as detailed as hotel staff person by name. Staff using Ivy were measured to be 8% more engaged per year.
“Go Moment continues to rapidly develop based on feedback from our clients, partners, and industry leaders in order to deliver world-class business intelligence and analytical insights to hoteliers,” said Go Moment CEO Raj Singh. “We are thrilled to be the exclusive provider of real-time analytics that enable hotel management to better measure and control the entire guest experience. We commit to providing hoteliers innovative, easy to use solutions that lead to fast improvement of the guest experience and loyalty. We look to constantly raise the bar and be a vehicle to bring the innovative hotelier’s ideas to life.”
Later this year, Go Moment will announce exciting new expansions to its AI product suite, which will also contain powerful business intelligence, new booking revenue opportunities, and guest sentiment insights.
To learn more about Ivy and Go Moment, visit GoMoment.com.
About Go Moment™
Ivy®, powered by Go Moment®, is the world’s first smartconcierge for hotels. Ivy brings together human expertise and machine intelligence in a seamless experience for the guest. Via messaging, Ivy answers routine guest questions like “What’s the Wi-Fi password?” in less than one second, reducing calls and disruptions to the hotel staff. Ivy provides conveniences like fulfilling guest requests, booking restaurant reservations, and accessing offers that enhance the guest experience from anywhere, at any time. Ivy has served tens of millions of guests, and she’s often recognized in TripAdvisor reviews for providing exceptional service.
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Vice President, Marketing