Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Anglický Dvůr · MessageMind
Vendor-reportedTravel & hospitalityCzech RepublicIn productionSmall businessNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by messagemind.ai (vendor self-report). Checked against the source page on 2026-09-06. 5 of 5 figures below appear on that page word for word.
The problem
Front desk spent many hours answering repetitive guest questions in multiple languages, leading to slow replies and lost direct bookings to OTAs.
What was deployed
- Vendor
- MessageMind
- Products
- WhatsApp, Web chat, Previo two-way sync
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- Availability, rate plans, room types, and inventory from Previo PMS.
- Scale
- Roughly thirty rooms
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
80.7%Automation rate
“80.7% automation on inbound.”
Quoted word for word from the source
1,400+Direct bookings recovered from OTAs
“1,400+ direct bookings recovered from OTAs.”
Quoted word for word from the source
340000OTA commission saved
“Roughly €340,000 in commission the hotel has kept rather than handed to Booking.com and Expedia.”
Quoted word for word from the source
30Reply time on WhatsApp and web chat
“now gets the answer in 30 seconds”
Quoted word for word from the source
12Time saved for front deska spring Saturday
“A 12-hour spring Saturday, back in the team's hands.”
Quoted word for word from the source
“The work that actually makes the hotel feel like the hotel.”
Difficulties and limits
- Risk of chatbot overselling rooms due to PMS data drift kept the team off automation for two years.
- About 20% of guest questions still require a human front-desk agent to resolve.
Sources
- messagemind.ai — vendor self-report
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