$1.5M
in Verified AI Savings
36sec
Reduction in AHT
7.5%
Containment of Calls
Overview
A global travel and hospitality company accelerating its use of AI across voice, chat, email, and backend operations to improve efficiency and enhance the guest experience.
As AI-enabled features were rapidly introduced, the company recognized a widening gap between launching AI and realizing measurable business value. Without consistent baselines, transparent reporting, or structured performance follow-through, ROI validation became challenging—potentially jeopardizing the company’s FY2026 goal of $6M in verified savings.
To address this, the organization introduced a new job role—the AI Value Realization Lead—assigning Insite to ensure each AI initiative delivered validated, bankable financial impact.
Challenges
Despite strong technical progress, the company struggled to connect AI deployments to quantifiable outcomes.
- No standardized process for collecting baseline metrics prior to AI go-lives, creating ambiguity in savings validation.
- Reporting and dashboards were often built after deployment, limiting the ability to measure performance early.
- Underperformance—such as missed containment targets or low feature adoption—could go unnoticed for months.
- Limited coordination across Product, Tech, Operations, Training, and Finance hindered rapid problem resolution.
- AI features were treated as “complete” at launch rather than continuously optimized.
As AI investments grew, leadership needed a structured, accountable approach to ensure deployments achieved their expected ROI and contributed to financial targets.
“Insite helped us find a great fit for the role, exceeding expectations by identifying a candidate who met our hiring profile, salary range, and was in a great location!”
- Tim S. | Executive Director
Solutions
To unify measurement, accountability, and financial validation, the company established the AI Value Realization Program, with Insite’s leading efforts across all AI initiatives. Key components included:
Baseline & Measurement Discipline
- Partnered with Workforce Management and Finance to capture historical performance ahead of every AI launch, ensuring accurate comparisons post-deployment.
Performance Monitoring & Optimization
- Collaborated with Product Owners across Chat, Voice, and Salesforce to compare projected outcomes to actuals, identify underperformance, and recommend corrective actions.
Cross-Functional Feedback Loops
- Consolidated insights from Operations, Tech, and Training to address adoption gaps, workflow issues, system logic challenges, and training opportunities.
ROI Validation & Governance
- Maintained a centralized ROI Calculator using Finance-approved inputs, ensuring all savings flowed consistently into budgets, forecasts, and workforce plans.
Operational Insight Development
- Provided leadership with clear visibility into cost savings, efficiency improvements, and guest experience outcomes enabled by AI.
Results
The introduction of the AI Value Realization Lead established a consistent, data-driven approach to managing AI performance. Through disciplined measurement and optimization, the company has already validated over $1.5M in savings, with a clear line of sight to the $6M FY2026 target.
Key outcomes included:
Omilia IVA (Voice Automation)
- 38,929 call reductions within four months, saving ~$156,847.
- 5% containment of calls, delivering $32,490 in direct savings.
- AHT reduction of 36 seconds, generating ~$79,700 in annualized savings and labor hours.
- Identified 26% agent under-adoption and recommended workflow refinements to capture additional value.
Ada Chatbot (Chat Automation)
- Absorbing 15% of Direct Support volume with 58% containment.
- $28,304 in savings achieved in the first 28 days.
- Forecasted reductions in chat agents beginning in November, generating $35,910 in savings.
- Combined impact projected to reach $205,734 over the next five months.
Guest Diagnostic Tool (GDT)
- Automated identification of ~42,000 cases.
- $297,000 in avoided support calls through automation.
- $537,000 saved from reduced escalations.
- Total validated value of $1.13M since deployment.
Folio & Email Case Automation
- 75% reduction in folio copy requests through self-service adoption.
- 57,000 email cases routed automatically with improved accuracy and agent alignment.
These results reinforce the impact of a structured value realization approach—converting AI innovation into tangible financial outcomes.
Conclusion
By establishing the AI Value Realization Lead role, the company gained a dedicated mechanism to measure, validate, and maximize AI performance across all initiatives. Insite’s work introduced the rigor, transparency, and cross-functional collaboration necessary to ensure AI investments directly support financial goals.
Through disciplined baseline tracking, continuous optimization, and structured ROI governance, the company transformed AI from a series of technical projects into a measurable, strategic driver of savings and operational excellence.
Insite’s framework—now applied internally—positions the organization to meet and exceed its $6M FY2026 savings target, while building a repeatable model for future AI deployments.
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