RIU Hotels & Resorts is proud to announce the launch of Claud·IA, an innovative AI-driven chatbot that represents a significant leap in the hotel chain’s digital strategy. This cutting-edge tool, developed with Google Cloud and DialogFlow technology, and supported by RIU’s strategic partner Emergya, underscores the company’s commitment to leveraging advanced technology to enhance the customer experience.
Claud·IA began its operations in February 2024 on the RIU website, offering support in three languages—Spanish, English, and German. Initially rolled out in 17 countries, the chatbot was designed to automate responses to user inquiries, providing immediate and efficient customer service. In the coming months, RIU plans to expand Claud·IA’s linguistic capabilities to include French, Italian, Portuguese, Dutch, Russian, and Chinese, aiming to offer this enhanced digital experience across all its markets.
At the heart of Claud·IA is the advanced Gemini 1.5 Pro model, one of the world’s leading AI technologies, which places RIU at the forefront of chatbot innovation. “We are advancing towards a personalized digital experience in real time,” said Juan Campins, RIU’s VP of Digital Channels. “Our goal is to make this personalization multi-channel, driven by customer insights, data usage, and AI application. We are focused on continuously improving our customer experience, both digitally and physically, while developing tools that optimize our internal operations.”
Since June, Claud·IA has also enabled direct booking capabilities, adding a personal touch that has quickly gained traction among users of the RIU website. The chatbot now handles over 1,500 inquiries daily, with a 75% success rate in providing immediate and satisfactory responses. Registered users benefit from a more tailored and approachable service, as Claud·IA efficiently guides them through the booking process by asking relevant questions and generating direct links to hotel rooms. Impressively, 73% of users who initiate a booking process through Claud·IA complete their reservation.
Beyond its current functionalities, Claud·IA also records and stores conversation data, allowing RIU’s data teams to track key topics, trends, and potential issues. This data-driven approach enables the company to continuously refine its services and address any emerging challenges.
RIU has ambitious plans to further develop Claud·IA over the coming months. Upcoming updates include the addition of more languages, integration into the RIU app, potential voice communication capabilities, and the introduction of new transactional features, such as managing bookings and accessing the RIU Class loyalty program. The hotel chain is also committed to providing a comprehensive 360º customer service experience, supporting guests throughout their stay.
As RIU continues to explore the possibilities of artificial intelligence, it is also looking into other applications such as voice assistants, automatic content generation, and enhancing Contact Centre support for email processing and management. Additionally, the company plans to deploy AI models to optimize revenue management, including inventory control, rate setting, and cancellation predictions.
With Claud·IA, RIU Hotels & Resorts is setting a new standard for customer service in the hospitality industry, demonstrating its dedication to innovation and excellence in the digital age.
