Amelia Enhances Guest and Employee Experiences at Resorts World Las Vegas

1 minute read

Amelia was hired by the innovative resort as a digital concierge supporting guest and employee requests.

  • Challenge

    Resorts World Las Vegas wanted to enable enterprise-wide, low-code automation. The resort wanted IT automation and an Intelligent Virtual Agent (IVA) to be integrated into its architecture from day one.

  • Solution

    Resorts World Las Vegas hired Amelia, renamed Red, as their digital concierge. Red provides support for thousands of guests and employees with a variety of services.

  • Results

    Red creates extraordinary customer experiences, provides critical employee services, and boosts internal operations.

Resorts World Las Vegas is the first integrated resort to be built on the Las Vegas Strip in more than 10 years. The resort features 3,500 guest rooms and suites, a next-generation gaming floor, top food and beverage options, a 5,000-person capacity theatre, unique nightlife venues, and more.

From the beginning, Resorts World Las Vegas wanted to streamline their internal IT operations and integrate an IVA into their resorts’ architecture. The resort wanted to maximize technology to improve the guest and employee experience, while also limiting the number of apps and vendors required to achieve a fully integrated resort. With these features as a focal point for the new resort, Resorts World Las Vegas hired Amelia to help enable enterprise-wide, low code automation throughout the resort.

Amelia, the market-leading Conversational AI, was hired as Resorts World Las Vegas’ digital concierge, renamed Red. Red handles the entirety of the Resorts World Las Vegas call center, allowing guests to speak directly with Red for assistance with anything, at any time. For example, Red can help guests make dinner reservations, purchase show tickets, order room service, set wake-up calls, and more.

Eventually, Resorts World Las Vegas wants to extend Red’s capabilities into their Human Resources department. In this role, Amelia will support onboarding and the post-hire process for new employees at Resorts World Las Vegas. The resort also plans on expanding Amelia’s support throughout all internal departments.

  • 3500

    Guest Rooms

    Red provides services for guests at the resort, which features more than 3,500 rooms.

  • 24/7

    Support

    Resort guests are able to reach Red at any time, day or night, with their questions or special requests.

  • 20+

    Dining Options

    The resort has more than 20 premier dining options, and guests can simply text Red for assistance with their reservations.

Next

The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

Download