How XO Cape Arnna achieved 93% CSAT with AI-powered guest service
In just 12 weeks, santral supported 10,608 guest conversations and 1,073 calls for XO Cape Arnna, resolving 93% of conversations while helping drive 23% of bookings through Aila.
Industry
Client
Timeline
santral CSAT
Key features used
Measurable impact across chat and voice
Across thousands of guest interactions, santral helped XO Cape Arnna deliver responsive, consistent service while supporting booking intent and maintaining access to the hotel team when needed.
Challenge
XO Cape Arnna needed to manage a high volume of guest enquiries across web chat and phone without compromising response quality or the guest experience. The objective was to provide fast, consistent answers, support guests showing booking intent and keep human assistance accessible whenever required.
Solution
santral introduced AI-powered guest service across web chat and voice. The AI answered guest questions, maintained conversation context and guided booking-ready guests toward XO Cape Arnna’s direct booking channel. When human support was appropriate, conversations could be handed off to the hotel team, creating a clear path between automated assistance and human service.
Results
Over 12 weeks, santral supported 10,608 interactive conversations and delivered 34,254 AI messages. It resolved 93% of conversations while achieving 93% guest satisfaction, with 82% classified as positive. In addition, 87% of conversations continued without a staff request, while human handoff accounted for 12%.
Aila drove 23% of bookings, reduced average response time by 92% and helped lower call center workload by 42%. Across the voice channel, santral handled 1,073 calls representing more than 24 hours of guest conversations.
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