Located on the stunning Denarau Island in Fiji, Sofitel Fiji Resort & Spa is synonymous with luxurious tropical escapes and exceptional service. In late 2023, the resort partnered with Quicktext to integrate its AI-powered virtual assistant, transforming guest communication and streamlining operations. This innovative addition has allowed the team to focus on delivering personalized experiences while optimizing time-consuming processes.
Our primary goal when implementing Quicktext was to relieve pressure on our reservations team. By integrating the AI assistant into our microsite, we aimed to address common guest questions that frequently overwhelmed our staff—queries about opening hours, bookings, child policies, and other operational details. From the start, the process was seamless, and the tool quickly became a valuable part of our daily operations.
The AI virtual assistant has been a great asset to our team. While there are occasional challenges with more complex user inquiries, we appreciate the system’s ability to notify us when it cannot handle a specific request. This ensures we can step in promptly to resolve issues. The tool has effectively reduced the workload on our reservations team, allowing them to focus on more complex and high-value tasks.
One of the most significant benefits has been the time saved by automating responses to repetitive inquiries. Our microsite was already a comprehensive resource for guests, but the AI virtual assistant has elevated the guest experience by providing even more detailed and specific answers. This has enhanced the availability of accurate information, reducing any ambiguity for our guests and empowering them with everything they need for their stay.
The Quicktext support team has been exceptional. Whether during onboarding or addressing occasional issues, their responsiveness and attention to detail have been outstanding. They have also been proactive in recommending updates to our dialogue flows, ensuring the assistant continues to meet our evolving needs. Their guidance in setting up and maintaining the system has been instrumental in its success.
Quantifying Quicktext’s direct impact on revenue can be challenging, but its value is clear in the time saved for our team. By handling a significant volume of daily inquiries in multiple languages, the AI Hotel virtual assistant has effectively replaced the need for additional staff dedicated solely to guest communication. For a team where English is often a second language, the assistant’s efficiency has been a game-changer.
We’ve explored features like Q-mail and see potential for future integrations, though some logistical challenges remain. As we expand our operations and develop new resorts, we’re keen to see how Quicktext can adapt to a multi-property model, providing seamless responses while recognizing the unique aspects of each location.
On a scale of 1 to 10, Sofitel Fiji rates Quicktext a solid 9. The resort is highly satisfied with the solution, particularly its ability to operate with minimal intervention and deliver consistent value.
