AI-based virtual concierges are making their way to Vegas gambling properties
The online gambling segment has been quick to embrace artificial intelligence (AI) to assist with many of its operations, but it isn’t alone. The land-based casino segment is beginning to see more utility from the technology, using it to improve kitchen operations, security and cleanliness. Now, AI-based concierge services are being introduced and are revolutionizing how gaming properties and hotels interact with their guests.
Caesars has become one of the first to roll out AI concierge solutions on a large scale. It has brought in “Ivy,” a virtual concierge powered by Go Moment, to help guests find assistance with many routine functions, from finding food recommendations to learning the hours the property’s pool is open.
Ivy first made its way as a test in Las Vegas almost five years ago, and Caesars has now added it to all of its properties in the city, with the exception of Rio. A Caesars spokesperson asserts, “Guests think Ivy is a real person and regularly visit the desk asking to meet her to thank her for the excellent service ‘she’ provided during their stay.”
Ivy isn’t the only AI concierge solution being introduced. As anyone who has ever used a voice-controlled system knows, languages, accents and dialects can be an issue. Kotozna, a technology company out of Japan, is bringing its “In-room” AI solution to the hospitality industry, using automatic language translation to make communication easier. It can reportedly work between over 100 languages and, since it can be used directly through a smartphone, eliminates the need for hotel in-room phones.
Other forms of AI technology are providing concierge options where they were never possible before. Now, AI is being incorporated into some slot machines and is able to use facial recognition to identify the user. It then allows the property to offer a completely tailored experience, with AI asking the guest if they need a drink, delivering on the response and automatically linking the order to the customer through the integrated facial recognition technology.