United StatesTravel and aviation2016 – ongoingCaesars Entertainment
Ivy text-message concierge for hotel guests
Caesars expanded its Ivy AI concierge to more than 6,000 hotel rooms
Problem
Caesars wanted guests to obtain hotel services through their phones and staff to identify problems during a stay.
Approach
Caesars introduced Go Moment's IBM Watson-powered Ivy at Nobu Hotel and The Cromwell in December 2016. It later expanded the service to Caesars Palace and The LINQ. Ivy handled guest texts and passed requests to staff when it could not answer confidently.
Results
Takeaway
The service combined automated responses with staff coverage. Guests could request human assistance within the same messaging channel.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Caesars described Ivy's expansion following its December 2016 launch. The company reported availability in more than 6,000 rooms and explained how staff handled requests requiring human assistance.
Full details are in the original sources.