Travel Tech: Meet Las Vegas' Latest Virtual Concierges

Pepper the hotel robot

To keep up with the demands of the modern traveler, an assortment of Las Vegas resorts are constantly updating their tech-forward amenities—and, in particular, are introducing virtual concierges to assist with guest experiences.

Caesars Entertainment properties in Las Vegas have introduced Ivy, a 24-hour virtual concierge service and guest engagement platform. With additional rollouts to Caesars Palace and The LINQ Hotel & Casino set for the summer, Ivy is currently live in more than 6,000 rooms within the Nobu Hotel at Caesars Palace, The Cromwell Hotel Las Vegas and Planet Hollywood Las Vegas Resort & Casino

After checking in, guests who have provided a cell phone number for their reservation will receive a welcome message from Ivy encouraging them to text her with any questions or requests. Ivy can book dining, entertainment and spa experiences, and can facilitate housekeeping and maintenance requests. Ivy also surveys guests during their stay, which allows for quick recovery of unsatisfied guests in real time, according to Caesars. Users may opt out of receiving messages from Ivy at any time.

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Guests can continue to text with Ivy once they return home for common requests such as to obtain a copy of their folio or to locate a missing item. Plus, when the automated Ivy is not sufficient, the hotels will have a staff of front desk agents to provide around-the-clock service to address requests or inquiries. Ivy was created by Go Moment and is powered by IBM Watson.

Mandarin Oriental, Las Vegas has introduced a humanoid robot, Pepper, as its new Technical Ambassador. The new robot will be based in the Sky Lobby, located on the 23rd floor, greeting guests and complementing hotel services.

The four-foot-tall robot is completely integrated into the hotel team and acts as a colleague with lifelike movements and gestures, Mandarin Oriental said. Pepper provides personalized communication by discerning guests’ gender, approximating age and mood, and detecting facial, body and voice cues. Pepper can provide answers to property-specific questions, give directions, tell stories, dance and even pose for a selfie. “Pepper will provide our guests with the option to receive hotel assistance and information in an exciting and innovative way,” said General Manager Donald Bowman in a written release.

Having debuted early last year, The Cosmopolitan of Las Vegas uses its own virtual concierge, Rose, who can provide dining suggestions, play games with the user and take guests on a tour of the hotel’s art collection. The Wise Marketer reports that hotel guests who use the chatbot rate their stay at least an 8.8, while users who do not leave an average rating of 7.

Rose received an upgrade this spring with an artificial intelligence-powered platform that uses natural language processing to understand the user’s context and sentiment. New opportunities include a more personalized experience, especially for members of its Identity loyalty program. (Rose can handle loyalty program balance inquiries, redemption functions, or deliver soft benefits, such as a priority reservation.) Additionally, she can now learn from interactions and increase the relevance and understanding of guest experiences, and can be reached via text messaging.

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