soho house: generative ai email automation
case studies highlights
Soho House is a global network of private members’ clubs, hotels, and workspaces for creative professionals. With locations across Europe, the US, and Asia, Soho House is renowned for delivering high-quality, personalised experiences to its members. Ensuring fast, tailored communication is key to maintaining its premium member service.
the challenge
Soho House had a stalled generative AI email tool that hadn’t been working properly for over a year. The tool was intended to read member email enquiries and respond automatically with a single click, but it wasn’t delivering the expected results. Key challenges included:
The AI tool was not built correctly, preventing automation.
The team lacked knowledge in prompt engineering to guide the AI effectively.
Bugs and system errors were preventing reliable operation.
the solution
Julie investigated the stalled project to identify the root causes and led the effort to fix the tool. The solution included:
Diagnosing and fixing technical issues: Removing bugs and correcting the AI workflow.
Team enablement: Teaching the team how to write effective AI prompts.
Custom development: Tailoring the AI tool to meet Soho House’s specific needs.
Tone and sentiment adaptation: Ensuring AI responses matched the members’ tone and sentiment.
Dramatically faster email handling: Draft and send time reduced from 14 minutes to 2 minutes per email.
High-volume automation: 3,000 emails per week are now automated, representing 80% of total emails.
Maintained customer satisfaction: Automation did not negatively impact member experience.
Team focus on complexity: The team can now concentrate on more complex email enquiries.
Tailored AI experience: Responses reflect understanding and tone, adapting to member sentiment.
The results
“Working with AI FIXR has been a game changer. Julie Blair brings not only deep technical expertise but also the rare ability to explain complex AI concepts in a way that actually makes sense. Whether you’re just starting out or trying to rescue a project that’s gone sideways, AI FIXR delivers clear, actionable advice that cuts through the noise."
Global Enterprise Cloud LeaderSenior Architect
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