Overview
Join Elisha Wright, Global Director of Learning and Development, and Tia Gray, Senior Manager of Knowledge-Based Strategy at Hyatt, as they share how a faster knowledge base transformed reservations without losing the human touch guests expect.
Learn how Hyatt closed the gap between training and real-world service with CXone Expert for Knowledge Base, added CoPilot to make answers even faster for colleagues, and kept every interaction feeling personal no matter which Hyatt property a guest calls.
In this session, you'll hear:
- Why a knowledge base needs to work fast the moment training ends, not just during it
- How slow access to answers was directly hurting reservation speed and customer satisfaction scores
- How Copilot layered onto CXone Expert made knowledge access even faster for colleagues
- Why AI can speed up service without stripping out the human element guests expect
- How a true partnership approach from NiCE became a key part of the team's success
Whether you're looking to close the gap between training and real-world performance, or bring AI into your knowledge base without sacrificing the human element, this testimonial offers a real-world look at faster service that still feels personal.