Earlier career
A hospitality group that reviewed far more guest interactions
Quality coverage rose from 5% to nearly 30%.
Led by Amir Nair before he founded Amanstra. This was not an Amanstra engagement.
In numbers
Quality coverage
Before5%
After~30%
40–45% lowervariability in quality scores
< 24 hrsfeedback, from 5–7 days
−20%repeat complaints
The situation
A major US hospitality group, with properties across several states, saw guest interactions grow quickly. Reservations, front desk, loyalty and guest relations ran over voice, chat and email, partly outsourced. Manual quality checks reviewed about 5% of interactions. Guest-experience scores varied by 20–30% between properties. Feedback to agents took 5–7 days.
What we did
- Introduced an AI quality engine to evaluate thousands of interactions across all properties.
- Set standard scoring and coaching rules.
- Built central dashboards by property and by agent.
- Automated feedback so every agent is coached within 24 hours.
The result
- Quality coverage rose from 5% to nearly 30%.
- Variability in quality scores fell 40–45%.
- Feedback turnaround fell from 5–7 days to under 24 hours.
- Repeat complaints fell 20%.
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