United StatesTravel and aviation2024 – ongoingVail Resorts
My Epic Assistant for resort questions and pass recommendations
Vail Resorts' app assistant reduced escalations to human agents by 45%, according to Google Cloud
Problem
Guests needed quick answers about resort services and help choosing passes that matched their visits. Vail wanted that support available inside its app.
Approach
Vail launched My Epic Assistant during the 2024-2025 snow season using Google's Gemini models. Vail and partner 66degrees added personalized pass recommendations for the following season. Agents classified requests and collected visit preferences, drawing on account information for signed-in guests. The assistant retrieved resort information and directed customers to relevant purchase options.
Results
Takeaway
Pass recommendations combined conversation with customer data and seasonal sales rules. Some product details used fixed responses where generated answers were unsuitable.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Product and service innovationProcess innovation
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Google Cloud described Vail's Gemini-based resort assistant and its expanded pass recommendations. It reported a 45% reduction in escalation to human agents since launch.
Full details are in the original sources.