JapanTravel and aviation2024 – ongoingHoshino Resorts
KARAKURI assist for reservation-center email handling
Hoshino Resorts used KARAKURI assist to help new reservation agents handle emails sooner
Problem
New reservation agents struggled to find suitable replies among more than 5,000 templates. Email handling depended heavily on experienced staff as the resort operator expanded.
Approach
Hoshino Resorts introduced KARAKURI assist for template retrieval and proofreading new agents' writing. The vendor reported that April 2024 recruits began handling inquiries early. A specialist team also tested generative reply drafting for selected hotel brands, with broader deployment dependent on accuracy.
Results
No published figures
Takeaway
Template retrieval supported new agents before generative reply drafting was ready for wider use.
Categories
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Karakuri reported improvements in reservation-center email handling and new-agent readiness. It described access to more than 5,000 templates. An 80% accuracy threshold for expanding reply drafting was a target, not a reported result.
Full details are in the original sources.
