From so many days, Mahindra Holidays and Resorts India Ltd has been using a chatbot on its mobile app to understand the need of customers better. The artificial intelligence powered and supported chatbot has helped the company to provide up with the significantly improve its net promoter score, or NPS, which is a metric used to measure customer loyalty.
“Our members generally ask common questions. About six months ago, we launched an AI-powered chatbot to see how member queries can be better serviced. These tools are currently being tested and scaled up,” Kavinder Singh, managing director and chief executive officer at Mahindra Holidays told TechCircle in an interview.
“We have seen an improvement in the net promoter score (since the launch of the chatbot),” he added.
Mahindra club is a part of the Mahindra Group and runs hotels and resorts under the Club Mahindra Brand. The company also provides up with family holidays, through the vacation ownership memberships.
The company’s operating revenue stood at Rs 1,064.19 crore in 2017-18, up to a tad from Rs 1,073.18 crore in 2016-17. The company’s profit after tax for 2017-18 increased to Rs 134.36 crore from Rs 130.65 crore in the previous financial year.
The group entirely as of now has more than 200000 employees in more than 100 countries across the globe.
Based on the feedback and queries, which is received with the chatbot, the company also rolled out a pre-purchase service that members can simply avail of before going on a holiday.
“The mobile app, through which our members not only transact but also place service requests, looks very simple but at the back end, it integrates multiple departments to serve varying customer requirements,” he said.
According to a report from the technology research team, Chatbots will now be going o become the dominant customer service and a support tool across all the industries by 2020.
