RedAwning Launches Artificial Intelligence for Faster Guest Service 24x7 Leveraging AWS Services

Scarlett, the Intelligent Assistant, Uses Voice-Powered Speech Recognition and Guest Database Integration to Provide Faster Resolution to Common Issues

EMERYVILLE, Calif., Feb. 15, 2018 /PRNewswire-iReach/ -- RedAwning.com, the world's largest branded network of vacation rental properties, today announced that it has begun to deploy artificial intelligence to provide the fastest possible service to its rapidly growing base of guests and property managers.  Using Amazon Connect with Amazon Lex, RedAwning has deployed an innovative, voice-based intelligent assistant, Scarlett, to 'converse' and engage with RedAwning's guests and property managers to quickly direct and service their calls and inquiries.  

The intelligent assistant uses automatic speech recognition (ASR) and text-to-speech functionality from Amazon Lex to support natural conversational interactions, and AWS Lambda for back office database integration, to provide customers with a modern, interactive spoken-word interface for services such as booking a trip, or cancelling or changing a reservation.  Also planned for release soon, is the ability to request check-in instructions and take additional actions, all via artificial intelligence.

With AWS Lambda integration, the caller's ID number or reservation ID number is used to search RedAwning's Customer Relationship Management (CRM) database and match it to a reservation, and then use that information to direct calls to predetermined responses, or to human agents, local and internationally.  The result is greatly decreased wait and call-time for guests and property managers, faster resolution of common issues, and direct connections to RedAwning departments as well as RedAwning booking partners such as Booking.com, Airbnb, and Expedia.  Incorporating an intelligent agent dramatically decreases call load for RedAwning human guest services agents, while providing a faster, concierge-like guest service.

RedAwning represents 100,000 properties in 10,000+ destinations, and supports thousands of guests staying each week. RedAwning's distribution network includes eight exclusive proprietary websites and every major online travel website.

"With our combined human resources and our new Intelligent Assistant, we continue to strive for fast, excellent customer service for vacation rental guests," said RedAwning CEO Tim Choate. "With RedAwning growing by over 3 times year over year,  technology like this allows us to propel ourselves forward, and support our reservation and guest services teams, while maintaining the highest quality of service for our valued customers and property managers," said Choate.

"It's been exciting for our team to see how businesses like RedAwning are building on top of Amazon Connect in innovative ways to deliver better customer service," said Pasquale DeMaio, GM, Amazon Connect. "RedAwning's use highlights many of the benefits we envisioned when we designed Amazon Connect – more natural customer interactions, simplified back-end integration, and the scalability to support a fast-growing business."

RedAwning can be reached at (888) 733-2964 or 888-RedAwning for vacation rental reservation assistance.

About RedAwning

RedAwning is the world's largest branded network of vacation rental properties offering 24/7 guest and property manager support services. With over 100,000 unique rental properties in over 10,000 destinations, RedAwning is the leading supplier of vacation rentals to every major online booking website, including Booking.com, Expedia, HomeAway/VRBO, Flipkey/TripAdvisor, and Airbnb. RedAwning's mission is to redefine vacation hospitality by combining the ease, trust and consistency of hotels with the extraordinary value and diversity of vacation rental properties.  The company is profitable, self-funded, and rapidly growing. In March 2017, RedAwning acquired Vaycayhero.com and in May 2015, RedAwning acquired PerfectPlaces.com and TravelProRentals.com, a complete vacation rental booking platform for travel professionals, all of which are now exclusively included in the RedAwning Network.

Media Contact: Michelle Dissel, RedAwning.com, Inc., 510-206-0180, michelle@redawning.com

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SOURCE RedAwning.com



2018

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Health & Living


Tags

Hotels and Resorts, Travel Industry



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