PwC Travel and Hospitality Global

Wyndham Hotels & Resorts

Customer Service Automation

Wyndham needed to support franchise owners and guests faster and at lower cost while its brand-standards and service processes still relied on slow manual reviews, training, and escalation across a sprawling global hotel network.

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28% of incoming calls handled by AI agents, easing the load on staff and lowering costs

30-50% reduction in average call handle times with AI, freeing team members for high-value interactions

40 to 80 hours of team member time saved on each brand standards review

9,300 franchised properties across 25 brands in 95 countries

Reported impact

Business outcome

Wyndham cut brand-standard review time by 94%, lowered average call handle times by 30% to 50%, shifted 28% of incoming calls to AI agents, and freed capacity to improve franchise-owner and guest experiences without growing teams at the same pace.

Solution

Wyndham expanded Wyndham Community, its owner engagement platform, by rebuilding service workflows on Salesforce Experience Cloud with Agentforce and embedding AI agents into franchise-owner and guest operations. PwC used the platform to centralize global brand standards, automate change-request reviews, and give team members co-authoring prompts, real-time monitoring, and human-in-the-loop controls. The same architecture supports owner service: AI agents answer routine questions in chat, retrieve documentation, diagnose IT issues, and route escalations to specialists. Wyndham is also extending the stack to guest journeys such as reservation changes, loyalty-password resets, check-in/out, feedback collection, and booking assistance across chat and voice. The result is a shared digital operating layer where standards content, service knowledge, and workflows run through one scalable Salesforce foundation instead of separate manual processes.

Data flow

Brand-standards content, change requests, and owner or guest questions enter Wyndham Community on Salesforce Experience Cloud, where Agentforce agents review requests, retrieve guidance, automate routine responses, and route complex cases to specialists. Outputs are monitored in real time, then returned through chat or voice to franchisees, staff, and guests while the same foundation reuses knowledge across service workflows.

Solution architecture

4 components · 3 layers

Serving
- Wyndham Community Provides the franchise-owner engagement portal where standards, service requests, and AI-enabled workflows are delivered.
- Salesforce Experience Cloud Runs the digital experience layer that exposes self-service and support workflows to owners and guests.
Orchestration
- Agentforce Orchestrates AI agents that review standards, resolve routine requests, and route complex cases to people.
Governance
- Responsible AI framework Adds governance, upskilling, and oversight so AI can scale across operations with controls in place.

Architecture clues

AI agents support both chat and voice interactions.
Real-time monitoring and human oversight were built into agent workflows.
The rollout spans more than 9,300 franchised properties across 25 brands in 95 countries.
Wyndham Community is built on Salesforce Experience Cloud with Agentforce.

Evidence from the source

AI agents can now handle reservation changes, reset a loyalty account password, check in and out, collect stay feedback — even guiding customers through the booking process and upselling services.

AI responds in seconds through chat — replacing the need for time-intensive front desk or call center training. Addressing an IT issue? AI agents can help pinpoint root causes or consult documentation in real time.

For brand standards, the review time is down 94%, saving 40 to 80 hours of team member time on each review.

With PwC’s help, Wyndham deployed Agentforce AI agents to consolidate standards, simplify workflows for change requests and create centralized, user-friendly access for franchisees.

Wyndham worked with PwC to put trusted AI to work — to reduce workload, build confidence in results and transform service delivery. It started by expanding Wyndham Community — its owner engagement platform — built on Salesforce Experience Cloud with Agentforce.

Transparency Evidence & methodology 100/100 reference value · 85% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100

Problem clarity20/20
Measures whether the customer's operational problem is specific enough to compare.
Implementation depth25/25
Rewards named components, data flow, integrations, and architecture detail.
Outcome specificity20/20
Measures whether the reported benefit is concrete rather than a generic claim.
Quantified impact25/25
4 metrics describe measurable impact.
Deployment scale10/10
Rewards evidence of a live or scaled deployment and meaningful integration scope.

Evidence confidence85%

Source authority20/25
The main evidence is an official vendor-published customer story.
Claim traceability25/25
12 of 12 key fields link to a named source.
Direct evidence20/20
5 direct source quotes retained.
Date provenance0/10
The publication date has no documented provenance.
Source transparency10/10
1 source reference document publisher, URL, authority, retrieval, and supported fields.
Implementation specificity10/10
Rewards source-backed components, data flow, quantified impact, and a specific outcome.

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

PwC
Wyndham boosts speed and service with AI agents: PwC

First-party
https://www.pwc.com/us/en/library/case-studies/wyndham-agentic-ai.html

Source type
Vendor-published customer story
Supports
- Customer
- Region
- Company size
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- Business outcome
- Metrics
- Architecture
- evidence quotes

Date evidence

First archived May 22, 2025 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
Open date source
Sitemap last modified Oct 14, 2026 · PwC · Publisher metadata Publisher-reported modification timestamp; not a publication date.
Open date source

Not separately sourced Industry. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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