United StatesTravel and aviation2026 – ongoingWyndham Hotels & Resorts
AI agents for franchise-owner support and brand standards
Wyndham cut brand-standard review time by 94%, according to PwC
Problem
Brand-standard changes required extensive manual reviews. Franchise owners also called support staff for routine operational questions.
Approach
Wyndham worked with PwC to introduce AI agents with human oversight for brand-standard workflows. It also launched Agentforce support in Wyndham Community, where owners could ask questions and receive answers grounded in company information. More complex requests passed to service representatives with the conversation history.
Results
Takeaway
The review-time result concerned brand-standard changes. It did not measure the performance of every owner-support workflow.
Categories
- Industry
- Travel and aviation
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
PwC described Wyndham's AI agents for brand-standard changes and human oversight. It reported a 94% reduction in review time.
Salesforce described live Agentforce support in Wyndham Community. It explained how company information grounded answers and how complex requests reached service representatives.
Full details are in the original sources.