Accor on AWS

The hotels group is supported by Amazon Web Services (AWS) technologies and uses scalable cloud solutions, along with smart Internet of Things devices which run on Artificial Intelligence (AI). Accor hosts millions of traveling customers in 5,200 hotels in 110 countries around the world, with the capacity to open one hew hotel every day.

In the hotel industry, the magic of travel starts with the first hello. For Accor, a multinational hospitality company, this means providing world-class customer service from the moment of booking to the trip and beyond. In this episode of What You Do Best, discover how Amazon Connect helped Accor create automated and agent assisted experiences that resulted in a 97% customer satisfaction rate.

At Accor’s Mercure London Hyde Park hotel, the hotels group has strengthened their operational effectiveness and improved its customer service by equipping each of its charming rooms with AI-based devices which run on AWS. AI is the electronic science domain which is dedicated to resolving cognitive issues which are usually associated with human intelligence, particularly learning, problem-solving and model recognition.

In 2021, Accor embarked on a strategy to move from opportunistic cloud migrations to a proactive strategy to migrate 100% of its applications by 2025. After migrating over 50% of its ecosystem to AWS, it experienced 66% faster response times. In the travel and hospitality business, 0.1 seconds of download speed improvement on e-commerce channels corresponds to 10% conversion uplift. They also realized an 80% improvement in carbon emissions by exiting their datacenters.

Accor S.A. is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties. It is the largest hospitality company in Europe, and the sixth largest hospitality company worldwide. Accor operates 5,700 locations in over 110 countries.