Horseshoe Tunica integrates Ivy personalized virtual concierge service
Horseshoe Tunica recently launched Ivy created by Go Moment, the world’s first automated guest engagement platform for hotels powered by IBM Watson. Ivy is used at other Caesars-owned properties in Las Vegas and beyond to enhance the customer service experience.
"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," said R. Scott Barber, regional president, Caesars mid-south. "Service is at the forefront of everything we do at Caesars Entertainment."
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. The hotel front desk agents are available to provide around the clock coverage to address requests or inquiries when Ivy doesn’t know the answer. The average resolution time for manual guest text messages is less than three minutes.
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.