Accor Australia’s new integrated Facebook chatbot ‘AccorBot’ has won the award for ‘Best Use of a Chatbot in Social Media’ at the 2019 Social Media Marketing Awards.
“Winning this award is so much more than just another award win for the Accor group, it’s a great example of what can be achieved, when a business invests in new and innovative ways to enhance a guest’s digital experience,” said Nick Aldrich, Accor Pacific’s social media executive.
“AccorBot has worked tirelessly to assist over 2000 guests over the past eleven months, thus we’re incredibly proud to see AccorBot get the recognition that it deserves.”
Launched just 11 months ago, AccorBot was designed to help the group’s 1.8 million Facebook fans across the Pacific with everything from hotel reservations, customer service queries, city guide information and more.
“Delivering exceptional customer service is at the heart of what we do, which is why twelve months ago when an idea was put forward by our social team to invest in an innovation that would enhance our guest’s digital experience, whilst also allowing us to deliver an even higher level of exceptional customer service, we jumped at the chance,” said Simon McGrath, chief operating officer at Accor Pacific.
“AccorBot has allowed us to do just that, but now even faster. We’ve known through feedback from our guests that AccorBot is a great asset, thus it’s incredible to see it take out such a prestigious award.”