HolidayHero's Customer Case with LangWatch.ai

This post is written in collaboration with the CEO of HolidayHero

Last month, we collaborated with one of our innovative clients, HolidayHero, a platform dedicated to enhancing guest experiences and streamlining communication in the hospitality sector. By integrating LangWatch into their tech operations, HolidayHero has optimized their AI-driven content generation and monitoring processes to ensure seamless guest interactions and top-tier service delivery.

LangWatch has been a part of HolidayHero's LLM production environment for over two months, overseeing thousands of guest interactions and content generations. The platform is utilized daily to improve the performance of their LLM-features, ensuring accurate and personalized guest experiences.

The power of AI in hospitality
In the constantly evolving hospitality industry, elevating guest experiences is a constant development. HolidayHero aims to improve all aspects of guest experience and communication, from booking to booking again. HolidayHero has entered a partnership with Langwatch, focusing on improving AI-driven content generation to meet guest expectations and stream / optimize current (guest) processes. 

Traditional hospitality has been a face-to-face industry. Expectations were and are built in face-to-face interactions. With the introduction of AI, many companies are testing the waters to see where it could fit. With HolidayHero, most of the content for guests is generated by and audited by AI. Guidebook creation, summarizing texts, and experience descriptions are all generated by AI. 

Increasing customer demand and so the usage of LLM's has started HolidayHero's search for monitoring tools and a way to evaluate the quality and improve. With Langwatch, HolidayHero monitors and evaluates the input and output of the LLM’s, allowing them to fine-tune and rerun their prompts and models. Being able to continuously monitor and improve the outcome with the Optimization Studio recently launched.

Where does HolidayHero use AI? 
HolidayHero uses AI to automate content generation for their guest's properties: 

• Guidebook Generation

  Most properties have a set of house rules; a digital app requires a different approach. At HolidayHero, AI is used to rewrite the content to match their customer's branding. 

• Summarizing extensive texts

  At HolidayHero, local experiences and amenities play an important role. In the STR / Hospitality sector, local recommendations also play an important role. Most of them have not been documented. With the help of AI, we speed up the generation of helpful texts based on the hotel's brand guidelines. 

• (Re)writing emails

  Written communication must be received at the right moment during guest interactions. At HolidayHero, they have implemented touchpoints and touchpoint automation, allowing hoteliers and B&B owners to (pro) actively communicate with their guests at the right moment. 

The roadmap ahead to add more LLM-features
AI will play a more critical and dominant role in the Hospitality industry. HolidayHero and Langwatch will continue to experiment with AI. Personalization and automation will be areas that are further researched. 

• Personalization: each traveler has different wishes and demands. With traditional face-to-face interactions, travelers are used to high levels of personalization. While HolidayHero is pushing its AI efforts, personalization of interactions remains at the forefront. 

• Automation: More and more questions can be answered through automated processes and tools. Questions that have been answered before can be easily answered again. With tons of descriptions of amenities and guidebooks, all information to automate the inquiry is available at the ready to have AI answer it immediately. 

When executed well, implementing AI in personalization and automation can reduce the workload of existing employees and create significant operational efficiencies, reducing costs and increasing revenue across all guest-facing staff. 

Deep Insights into AI Performance with LangWatch
Their team dedicates several hours each week to analyzing performance data through LangWatch. “The analytics and evaluations are invaluable. We can track how well our LLM performs and adapts accordingly,” they share.

Flexible filters and alerts further streamline their workflow. “If a guest interaction needs review because the sentiment was negative or thumb-down were provided we are alerted in slack and can quickly locate the in-output and address it by building a dataset and improve on the not so qualitative outputs.

With the recent launch of the Optimization Studio we were blown away. They already played around with the DSPy framework themselves, but it was hard to provide this knowledge to the rest of the team. By using the Optimization Studio, HolidayHero can evaluate entire datasets which they pre-generated in the monitoring section. And run multiple iterations by using DSPy optimizers, ensuring they align with brand tone and guest expectations. “The Optimization Studio gives us the ability to tweak and test different versions of our LLM-features, helping us land on the most engaging and relevant outputs for guests.” This iterative process plays a critical role in maintaining consistent, high-quality guest communications across various properties.

Conclusion
With Langwatch as a critical tool in their tech stack, HolidayHero looks forward to further deepening its collaboration with LangWatch. By continuing to refine their use of LangWatch’s monitoring, evaluations, and analytics capabilities, they aim to lead the hospitality sector in AI-driven guest engagement and automation.

Interested in learning how LangWatch can optimize your AI features?

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