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Thursday 13 June 2019

Great British Scaleup: Wieldy

logoFounded in 2018, Woking, Surrey-based Wieldy’s ambition is to shakeup the hotel sector, improving customer engagement via its hotel-specific chatbot. There are myriad chatbots available but to be useful they have to be sector specific and encompass domain knowledge - and that is what the natural language processing-enabled Wieldy chatbot brings to market.

What sets the offering apart is the ‘digital concierge’, booking assistant and content management combination designed to help travellers “click less, chat more and shorten their distance to achieve their goal.” It can be deployed to help customers at the different stages of their interaction with a hotel – pre- booking, post booking/pre-stay, during stay and post stay – providing the basis for improved engagement with all that means in terms of loyalty, customer satisfaction and recommendation.

logoWieldy handles discrete interactions by accessing content stores to answer individuals questions, using NLP to determine the most appropriate response. Customers can interact with the chatbot, which allows the small, medium sized and independent hotels chain that are Wieldy’s sweet spot to drive greater efficiency by operating a one-to-many direct engagement model. But they also have the option of switching to a human interaction at any time. Even with automation, choice and the personal touch need to be maintained within the hotel sector.

One of the other characteristics is the determination to capitalise on instant messaging, hence the chatbot has been built and runs within Facebook Messenger, and there are plans to embrace other instant messaging platforms. Connectivity with core hotel systems is an ambition too. Tapping into the Messenger platform opens a channel to a mass audience and Wieldy says 1 in 3 hotel guests are Millenniums and Messenger appeals to the kinds of travellers who look for businesses offering a user experience that promotes real time, mobile first and convenience.

Great British Scaleup Wieldy has points of differentiation and sector specialism in its favour and a clear focus on a part of the hotel sector that is ripe for intelligent automation. 

Posted by Angela Eager at '08:49' - Tagged: software   automation   GreatBritishScaleup  

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