A premium hospitality brand approached Advoda Technology Advisors with a challenge that’s common in the industry but difficult to solve well. Their contact center experienced extreme seasonality, with booking surges during peak travel periods driving long hold times and inconsistent guest experiences.

While the call center team was highly trained and customer-focused, staffing up for a few months each year was expensive, disruptive, and inefficient. Overstaffing created waste in slower seasons; understaffing risked eroding the high-touch service the brand was known for. The need was clear: scale intelligently without diluting the guest experience.

Balancing Automation and Human Touch

Our team at Advoda led a structured, outcome-driven RFP designed to balance operational efficiency with service quality. Rather than starting with tools, the evaluation focused on what mattered most to the business:

• Reducing peak-period hold times
• Preserving a premium, brand-aligned guest experience
• Improving agent effectiveness without adding headcount
• Gaining real-time visibility into performance and quality

We assessed a range of AI-powered CX platforms, comparing conversational accuracy, quality management capabilities, integration flexibility, and speed to value. The winning architecture paired PolyAI and Level AI, two complementary platforms designed to scale service without replacing the human element.

• PolyAI delivered natural, conversational intelligent virtual agents (IVAs) capable of handling routine calls and reservations with brand-appropriate tone and accuracy.
• Level AI provided real-time quality assurance and agent performance analytics, giving supervisors actionable insights into conversations as they happened.

Together, the solution absorbed demand spikes while elevating agent performance and consistency.

Fast and Significant Performance Improvements 

Within six months of deployment, the client saw clear, quantifiable improvements across both efficiency and experience.

Key Metrics at a Glance

• 50%+ reduction in hold times during peak booking periods
• Significant deflection of routine calls through AI-powered IVAs
• Higher agent productivity, supported by real-time coaching insights
• Improved guest satisfaction scores across all tracked CX metrics
• Continuous improvement as AI models learned and adapted over time

The impact extended beyond numbers. Agents reported less stress during peak periods and greater confidence in handling complex, high-value interactions. Leadership gained visibility and flexibility that simply hadn’t been possible before.

“We’ve reduced pressure on our team, improved guest satisfaction, and gained flexibility we never had before.”
— VP of Guest Experience

The Bigger Takeaway: AI as a Force Multiplier

This engagement reflects a broader shift across hospitality and service-driven industries. AI isn’t replacing people it’s amplifying them. When implemented thoughtfully, automation absorbs volume, analytics sharpen performance, and human teams focus where they create the most value.

The key wasn’t just selecting the right tools. It was designing the right combination, aligned to business goals and guest expectations. That’s where our team at Advoda Technology Advisors made the most difference.

Advoda’s Role: From Evaluation to Execution

Advoda acted as a strategic advisor throughout the engagement guiding evaluation, aligning stakeholders, and ensuring the final solution delivered both operational and experiential outcomes.

Our role included:

• Structuring a vendor-neutral RFP focused on business results
• Evaluating AI platforms across CX, QA, scalability, and integration criteria
• Designing a complementary architecture rather than a single-point solution
• Supporting implementation planning and adoption strategy

By aligning technology decisions to real-world outcomes, we helped the client modernize their contact center without introducing unnecessary complexity.

Advoda helps organizations evaluate, source, and implement AI-driven CX solutions that deliver measurable results. If your contact center is under pressure from growth, seasonality, or rising expectations, our advisory team can help you identify the right path forward confidently and objectively.