Ivy, created by Go Moment®, is the world's first automated guest engagement platform for hotels powered by IBM Watson.
"This technology allows us to elevate the guest experience and improve speed and efficiency, resulting in increased customer satisfaction levels and seamless experiences for our guests," says
After check-in, guests who have provided a cell phone number for their reservation receive a welcome message from Ivy encouraging them to text her with any questions or requests.
Ivy allows guests to request the services they need to enhance their stay, all from their mobile device. Ivy can book dining, entertainment and spa experiences and facilitate housekeeping and maintenance requests. Ivy also surveys guests during their stay, which allows for quick recovery of unhappy guests in real time. Users may opt out of receiving messages from Ivy at any time.
While Ivy is an automated artificial intelligence system, a human touch is incorporated when Ivy cannot provide a confident response. In addition to the hotel front desk agents, a specially trained universal agent team is available to provide around the clock coverage to address requests or inquiries. The average resolution time for manual guest text messages is less than one minute.
Guests can continue to text with Ivy once they return home for common requests such as to obtain a copy of their folio or locate a missing item. Guests who engage with Ivy rated their overall experience an average of five points higher than guests who knew about Ivy but did not engage.
About Go Moment®
Go Moment® created Ivy™, the world's largest chatbot for the hospitality industry. Ivy has served millions of guests, automatically answering 30 percent of customer service questions in 1 second. Besides automating typical service questions, Ivy™ routes complex requests and service issues to hotel staff for improved efficiency and delighted guests. Ivy™ can also book restaurant reservations, spa appointments, and other revenue-driving services. Ivy™, uniquely powered by IBM Watson's™ artificial intelligence technology, streamlines operations, increases satisfaction, and revenue for its hospitality clients.
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