Jason Coats

Sr Director of Customer Care Strategy Choice Hotels

Wednesday, August 26

Wednesday, August 26th, 2020

2:00 PM From Skeptic to Believer in Conversational AI – the Choice Hotels Story

After a bumpy start with conversational AI that didn’t feel very “conversational,” one of the largest hotel chains in the world is speaking out for the first time on their journey from skeptic to believer.


Choice Hotels, one of the largest hotel franchises in the world with over 7,000 hotels including EconoLodge, Clarion, Comfort Inn, Quality Inn, and more, had a bumpy experience with their initial conversational AI implementation. Despite the dissatisfaction, they didn’t give up chasing the experience they wanted for their customers over the voice channel.

For the first time, Choice Hotels is speaking out on their journey with AI-powered virtual agents that finally moved them from skeptics to believers and what it meant for their business.

•    Insight into the evolving capabilities and cost efficiency of virtual agents

•    3 things Choice wish they knew before they started 

•    Buy vs Build? Which approach is right for your business

•    The must-knows behind the complexity in doing voice automation well