Voice AI in Hospitality: Reducing Call Abandonment by 65%
A multi-location hospitality business handling 12,750 inbound calls daily faced 23% call abandonment during peak hours due to long hold times and understaffed phone lines.
The Challenge
The customer operated phone-based booking and customer service across multiple properties. Call volume spiked during peak hours (7-9 AM, 5-7 PM), with hold times exceeding 8 minutes. The result:
- 23% of callers abandoned before speaking to an agent
- Lost revenue from abandoned booking inquiries
- Poor customer experience and negative online reviews citing "impossible to reach"
- Staff burnout from constant call pressure
Hiring more agents was cost-prohibitive and didn't address off-hours coverage. The business needed an AI solution that could handle routine inquiries autonomously while seamlessly escalating complex issues to human agents.
Technology Stack
Amazon Bedrock (Claude 3 Haiku), Amazon Connect (contact center), Amazon Transcribe (speech-to-text), Amazon Polly (text-to-speech), Lambda for intent routing, DynamoDB for session state.
AWS Partner Validation
This case study is part of EFS Networks' AWS Agentic AI Competency submission. View our validated case studies on the AWS Partner Network.
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