Call center ai · Production

Cresta Agent Assist and Coach help Holiday Inn boost bookings by 42% and cut agent attrition by 50%

The problem

Holiday Inn managers lacked real-time visibility into agent conversations; legacy tools required a lengthy external request process to access call recordings, so coaching arrived weeks after the fact and agents received limited live support.

First attempt

Legacy tools required an external request process to retrieve recordings, forcing managers to spend an entire day sifting through recordings for just one agent, leaving agents without timely coaching and managers unable to target the KPIs most meaningful to the business.

Workflow diagram · grounded in source

Voice and chat interaction begins

trigger

“The Holiday Inn sales team (tasked with handling both voice and chat conversations)”

Agent Assist real-time guidance

ai_action

“Cresta Agent Assist actively reminds agents how to best handle a conversation and provides real-time support with features like hints, calls flows, suggested responses, and more”

Knowledge base information supply

integration

“Agent Assist supplies Holiday Inn agents with relevant information during every interaction thanks to knowledge base integration”

Escalation to manager

routing

“it also creates an easy escalation process, giving agents a sense of connection with managers—even when working remotely”

Manager live transcript monitoring

human_review

“managers can now read live call transcripts, effectively monitoring multiple calls at once”

Real-time and tailored coaching

feedback_loop

“Real-time coaching and tailored coaching plans allowed managers to more meaningfully support their teams. Managers that could previously review just a handful of recordings now had access to every transcript, resulting in a 7% increase i…”

Reported outcome

After deploying Cresta, Holiday Inn saw ESAT rise from 47% to 70%, agent attrition fall from 120% to 60%, a 42% increase in bookings per day, and a 30% increase in conversion rates — all while call volume dropped by about 50,000 calls.
The solution expanded to four more contact center teams.

Reported metrics

Agent attrition reduction (headline)50%

Bookings conversion increase (headline)30%

ESAT scorejumped from 47% to 70%

Agent attrition ratedropped from 120% to 60%

Show all 9 reported metrics

agent attrition reduction (headline)50%

bookings conversion increase (headline)30%

ESAT scorejumped from 47% to 70%

agent attrition ratedropped from 120% to 60%

coached conversations7%

bookings per day42%

conversion rates30%

call volume dropabout 50,000 calls

contact center teams expandedfour more

Reported stack

Cresta Agent AssistCresta Coach

Source

https://cresta.ai/customers/holiday-inn

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After deploying Cresta, Holiday Inn saw ESAT rise from 47% to 70%, agent attrition fall from 120% to 60%, a 42% increase in bookings per day, and a 30% increase in conversion rates — all while call volume dropped by a…

What tools did this team use?

Cresta Agent Assist, Cresta Coach.

What results were reported?

Agent attrition reduction (headline): 50%; Bookings conversion increase (headline): 30%; ESAT score: jumped from 47% to 70%; Agent attrition rate: dropped from 120% to 60% (source-reported, not independently verified).

What failed first in this deployment?

How is this call center ai AI workflow structured?

Voice and chat interaction begins → Agent Assist real-time guidance → Knowledge base information supply → Escalation to manager → Manager live transcript monitoring → Real-time and tailored coaching.

After deploying Cresta, Holiday Inn saw ESAT rise from 47% to 70%, agent attrition fall from 120% to 60%, a 42% increase in bookings per day, and a 30% increase in conversion rates — all while call volume dropped by about 50,000 calls.The solution expanded to four more contact center teams.