Mova for Travel & Hospitality
Whether resolving flight disruptions, oversold hotels, handling loyalty program calls, or ensuring compliance and quality in conversations, Mova helps airlines, hotels, and hospitality leaders transform every customer interaction into a driver of loyalty, revenue, and efficiency.
Service quality matters.
Ensure agents meet brand, regulatory, and service standards — whether that’s refund policies for canceled flights or disclosures around hotel cancellations and resort fees. Automatically check every call for quality.
Agent performance clarity.
Track which front-line staff convert bookings, recover frustrated travelers, or upgrade guests successfully. Identify top performers, flag those needing coaching, and pinpoint the behaviors that drive revenue and loyalty.
Visualize every interaction.
Mova captures and classifies every customer interaction — from loyalty status disputes to billing adjustments — and charts them in real time. You are in control of your data and can take action quickly.
Unite your data.
Push call summaries, complaint categorizations, booking adjustments, and resolution outcomes directly into your CRM, PMS, or case management system via API in seconds. Free up staff to focus on customers, not paperwork.
Core Capabilities for Airlines and Hotels
Airlines
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Disruption Management: Detect and classify calls tied to delays, cancellations, or missed connections.
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Complaint Resolution: Track top issues (seating, luggage, meals) and measure resolution outcomes.
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Refund & Exchange Accuracy: Monitor refund workflows and spot breakdowns in compensation handling.
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Loyalty Insights: Correlate tier status with service quality and sentiment to keep your best customers happy.
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Agent Performance: Identify who resolves faster, escalates less, and improves customer sentiment.
Hotels
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Reservation Oversight: Track new bookings, cancellations, and modifications to reduce leakage.
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Guest Complaint Analytics: Classify and resolve issues across billing, room quality, and amenities.
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Loyalty & Upsell Tracking: Monitor points disputes, redemption calls, and upgrade conversions.
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Event & Service Monitoring: Capture conversations around weddings, conferences, and VIP stays.
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Staff Coaching: Pinpoint which staff improve guest sentiment and drive upsell performance.
IVR Analysis
Ever wonder how well your IVR is working?
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Easily track how many calls you receive
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The AI will determine the actual reason for the call
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Update your IVR options to ensure calls are routed to the correct department.
Interactive charts allow you to track your call flow.
Language Detection and Analysis
Do you want to know how customer experience changes across languages?
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Our AI models can ingest multiple languages
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You can return the results in the original language or English
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When analyzing you can look at all calls or deep dive into specific languages.
Our flexible dashboard technology allows you quickly roll up data or double click and do a deep dive.
Deep, Contextual Sentiment Analysis
Dive into your customer sentiment data with a level of depth and precision found nowhere else.
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Discover what drives negative sentiment with your customers.
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Double-click and explore what drives different experiences across loyalty tiers.
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Understand which agents are most effective at turning around unhappy customers.
Use our industry-leading AutoCoach to train lower performers to be better based on their high performing peers.
