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OYO introduces ‘Yo! Help’ to Enable a Seamless Customer Experience

COVID-19 has disrupted the way people go about their daily lives due to social distancing norms, thereby paving the way for digital and virtual offerings. Consequently, technology-led businesses have the potential to come out stronger. Understanding this, as India takes a step towards normalcy, OYO introduced Yo! Help, a 24*7 real-time chat assistant for guests with a valid booking across OYO hotels and homes globally. Through this technology, OYO is set to enable seamless experiences throughout the consumer journey, right from the post-booking to post-checkout or cancellation phases.

OYO invested nearly six months building the technology; thereby, ensuring its effectiveness and productivity. Additionally, through the company’s deeply integrated tech stack, it will also launch projects to personalize guest interactions rather than a neutral request-response mechanism. OYO’s chatbot is built to provide different experiences for consumers across different countries, considering every geography's unique challenges. Yo! Help leverages Natural Language Processing (NLP) to decrease the interaction time and bubble up relevant queries from the guests based on freely written text. This technology is also capable of personalising experiences for guests on OYO’s platforms.

Commenting on the introduction of Yo! Help, Anil Goel, Group Chief Technology & Product Officer said, “Typically, the hospitality industry is known as one of the most high-touch industries, relying mainly on human connections, be it the warm greetings at the reception, tikka on arrival, check-in, check-out formalities or room service among others. With COVID-19 spreading rapidly across the globe and social distancing becoming a way of life, the hospitality industry is at a pivotal point of transformation. The pandemic is ushering a ‘digital-shift’, which is an opportunity for us to rebuild differently and strengthen our focus on tech-enabled experiences. We are, therefore, focussing our efforts on enhancing processes and doing more with less. This is a once-in-a-lifetime situation that can leave us completely transformed.”

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