mk hotels cuts human-assisted calls by 50% I Apaleo News

mk | hotels, part of the Lindner family in Germany, operates 13 unique properties, each reflecting the vibrant spirit of its surrounding city.

In a bid to enhance operational efficiency and ease the workload on their front desk staff, mk | hotels has implemented Plainview AI, an AI-powered voice-assisted reservation system. Seamlessly integrated with Apaleo, the system automates phone inquiries, manages guest entries, and handles secure payments through SMS links, all while ensuring real-time availability checks and actions in the property management platform.

We sat down with Arno Sonderfeld, Managing Director of mk | hotels, and the founders of Plainview AI, Elyes Buterin and Emil Pöhler, to get a glimpse into the future of streamlined guest services.

Challenge: High volume of front desk calls

The front desk and reservations department of mk | hotels were overwhelmed with repetitive phone inquiries about reservations and check-in information. This significantly reduced staff efficiency and led to many missed booking opportunities, particularly outside business hours, as the front desk couldn’t manage calls 24/7.

Solution: Automated real-time availability and SMS confirmation links via Plainview AI

The integration of Plainview AI with Apaleo automated real-time room availability checks and booking confirmations. When guests called, Plainview AI instantly checked availability, sent a secure SMS confirmation link, and completed the reservation process - all stored directly in Apaleo. The system operates 24/7, capturing bookings even when staff are unavailable.

Plainview AI is currently available exclusively through the Apaleo Store, which Arno himself is a big fan of.

"One of the biggest impacts for us has been the vast array of implementation options available on Apaleo. We’re now able to think outside the box and customise solutions in ways we hadn’t imagined before." added Arno. "For tech lovers who want a PMS tailored to their specific needs, Apaleo is arguably the best on the market. Its adaptability and customisation options make it stand out as a superior choice."

Result: 70 hours saved after the first month and 50% reduction in human-assisted calls

In just one month, mk | hotels saved 23 hours of call handling, increasing to 70 hours the following month. The integration also resulted in a 50% reduction in call volume to the front desk, allowing staff to focus on high-value tasks that enhance the guest experience.

Challenge: New integrations typically take longer to implement

mk | hotels required a rapid and efficient AI implementation to handle repetitive guest inquiries. The challenge was ensuring the system could be set up across multiple properties within a tight timeframe while managing crucial booking tasks like confirming reservations via SMS payment links.

Solution: Efficient onboarding plan by Plainview AI & Apaleo

mk | hotels executed a streamlined implementation of Plainview AI to ensure rapid and effective deployment across their properties. The onboarding process was meticulously designed to facilitate a smooth integration, from initial setup to full operational status, with minimal disruption. All steps were completed in just two online meetings.

The ideal game plan:

Kickoff meeting: Discuss functionalities and initial queries to establish the collaboration framework.
FAQ sheet preparation and Apaleo integration:
- Creating a helpful FAQ sheet with answers to common guest questions.
- Connecting Apaleo with Plainview AI for real-time availability checks and reservation management.
Issue test number: Plainview AI gives you a test phone number to try things out. This way, you can make sure the FAQs and features work just as they should.
Flexible number management: Allow hotel groups to either replace their current number or set up call forwarding as needed.
Efficient roll-out to additional hotels: Once the first hotel is set up, adding new locations is quick and easy.

Result: Fast rollout in only two days per property

mk | hotels saw a significant return on investment in the first month, with revenue from bookings more than covering the cost of implementing Plainview AI. The solution was rapidly deployed across multiple properties, taking only two days per property.

Challenge: Initial guest perception issues

At the outset, 80% of guests mistook the Plainview AI for a standard Interactive Voice Response (IVR) system, leading to confusion and a preference for speaking with a human. Guests were unaware that the AI could effectively manage reservations and answer questions.

Solution: Refining AI communication and messaging

mk | hotels refined Plainview AI’s messaging to improve guest understanding of the system’s capabilities. The introduction of the AI now clearly explains its abilities, and its responses were adjusted to feel more conversational and natural. Guests were informed that they could interact with the AI as they would with a real staff member, and it prompted guests to explain their needs before transferring calls to staff to see if the AI could still assist.

Result: Improved guest interaction and enhanced employee satisfaction

By refining AI communication, mk | hotels reduced guest confusion and improved the overall experience. Guests quickly adapted to the AI system, leading to faster booking processes. Additionally, employee satisfaction increased as staff no longer needed to handle repetitive inquiries, resulting in fewer work interruptions.

Final word

When asked about the need for a team of technology experts to develop and manage processes, Arno Sonderfeld, shared his insight: "You need to have a passion for technology. Apaleo is truly for tech enthusiasts because that's where you unlock its full potential. The real use case is for organisations like ours that are ready to embrace and leverage innovative solutions."

Ulrich Pillau, the CEO & Founder of Apaleo added: "In an industry often swamped with AI hype lacking tangible outcomes, Plainview AI stands out with its instant value proposition. I had met Emil and Elyes when they had come up with the idea of creating the app, and it is exactly what our industry needs. Young founders that execute on a vision of bringing a real AI product live in hotels producing immediate benefits. Plainview AI's seamless integration with Apaleo delivered immediate results, achieving remarkable ROI within just one month, with revenue from bookings far exceeding the costs. This is AI in action, proving its true potential."

A dive into the tech stack of mk | hotels:

Browse apps in the Apaleo Store:

mk | hotels cuts human-assisted calls by 50% and saves 70 hours with AI