How Accor Simplified Operations and Boosted Efficiency with Zendesk Copilot

Written by Yannick van den Bergen | 27 December, 2025

In today’s hospitality industry, customer expectations are sky-high. For a global leader like Accor, providing fast, personalised, and multilingual support is a top priority. However, as ticket volumes grew and teams spread across continents, even the best struggled to keep up. Until Zendesk Copilot, implemented by Premium Plus, changed everything.

Discover how Accor leveraged advanced AI Copilot technology to unlock new levels of efficiency, empower their agents, and set a new standard in customer experience.

The Challenge: Why Accor Needed Zendesk Copilot

Accor faced several key challenges in its customer support department:

Multilingual Support Needs: As an international company, Accor requires customer support agents to manage requests in multiple languages. Seamless handover between team members across different regions was essential for maintaining high service standards.
Time-Consuming Ticket Triage: Supervisors spent significant time each day manually assigning and prioritising tickets, reducing the team’s ability to respond quickly.
Agent Empowerment: The growing volume of customer queries meant agents needed intelligent support tools to provide accurate, timely responses and maintain customer satisfaction.

Accor needed a robust solution that could streamline workflows, automate repetitive tasks, support multilingual operations, and adapt to the nuances of their operations. All while maintaining the personal touch their guests expect. The answer was Zendesk Copilot, a powerful AI-driven solution designed specifically for customer service teams.

The Solution: Zendesk Copilot Implementation by Premium Plus

Premium Plus guided Accor through a comprehensive implementation of Agent Copilot, harnessing the benefits of AI technology to transform operations. The steps included:

Collaborative Workshops

Accor worked together with Premium Plus and a dedicated Customer Success Manager to map out their existing Zendesk environment, identify top priorities, and tailor Zendesk Copilot to fit their business needs.

KPI-Based Strategy

The team set clear Key Performance Indicators, such as Average Handling Time (AHT) and ticket assignment speed, to objectively measure the impact of Zendesk Copilot before and after deployment.

Continuous optimisation

During the Proof of Concept phase, Accor engaged in regular feedback sessions with Premium Plus. Together, we reviewed agent feedback and refined automation triggers, entity detection, and automation rules to ensure optimal performance and agent adoption.

Curious how Zendesk Copilot handles high-stakes support?

Experts from Premium Plus, Zendesk, and Next Matter joined forces to show you how AI Copilot:

handles complex support scenarios
improves agent performance
transforms customer experience

Watch Webinar –>

The Results: Zendesk Copilot Drives Measurable Success

Agent productivity

+11%

First reply time

-66%

Full resolution time

-11%

Faster assignment time

50%

The results of deploying Zendesk Copilot with the expertise of Premium Plus were outstanding:

50% Faster Ticket Assignment: Supervisors reduced their daily triage time from one hour to just 30 minutes, freeing up resources for more complex tasks.
Lower Average Handling Time: Customer issues were resolved more quickly, improving both agent productivity and customer response rates.
Wider AI Adoption: Nine per cent of all support tickets now benefit from generative AI. This figure is expected to rise as agents receive further training and support.
Enhanced Agent Experience: Agents reported positive experiences, stating that Zendesk Copilot made their jobs easier by providing intelligent suggestions, automated translations, and instant access to customer data.
Scalable Multilingual Support: With automated translations and intelligent routing, AI Copilot enabled seamless transitions between agents of different language backgrounds, ensuring no customer was left waiting.

“When a Polish-speaking agent was absent, a Spanish-speaking colleague could seamlessly pick up the conversation, thanks to automated translations and intelligent routing.”

Mathilde Rasoanaivo-Pereira, Application Support Analyst Consultant at ACCOR

Accor is continuing to expand its use of Agent Copilot for more advanced scenarios, working closely with Premium Plus to drive even greater value, innovation, and broader adoption in the months ahead.

“For us, Zendesk Copilot isn’t just a tool. It’s a game-changer. It helps us reduce manual work, empowers our agents, and ultimately brings us closer to our customers. The collaboration with Premium Plus was seamless, and their expertise ensured we got the most out of the platform.”

Mathilde Rasoanaivo-Pereira, Application Support Analyst Consultant at ACCOR

Agents finding AI useful

90%

Ticket volume handled by generative AI

Average handling time

+11%

Why Zendesk Copilot and AI-Powered Support Stand Out

Zendesk Copilot is more than just an automation tool. This advanced assistant helps you:

Automate repetitive tasks to accelerate workflows and reduce manual effort.
Empower agents with real-time AI-powered recommendations, multilingual support, and automated ticket routing.
Measure and optimise performance through powerful analytics, actionable insights, and KPI tracking.

For organisations seeking to improve customer satisfaction (CSAT) and streamline support operations, Zendesk Copilot with advanced AI technology offers a proven path to success.

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