LAS VEGAS, Jan. 8, 2018 /PRNewswire/ -- Caesars
Entertainment (NASDAQ: CZR) properties in Las Vegas are using technology to enhance the
guest experience with Ivy™, a 24-hour virtual concierge service.
With additional rollouts to Caesars Palace and The LINQ Hotel &
Casino over the summer, Ivy is now live in more than 6,000 rooms
within Caesars Entertainment Las Vegas Resorts, making Caesars
Entertainment the first major gaming company in Las Vegas to offer a widespread guest text
messaging program with built-in artificial intelligence.
Ivy, created by Go
Moment®, is the world's first automated guest
engagement platform for hotels powered by IBM Watson. Caesars
Palace and The LINQ Hotel & Casino are the latest Caesars
Entertainment resorts to introduce guests to Ivy, which initially
launched at the boutique Nobu Hotel at Caesars Palace and The
Cromwell in December 2016. Ivy is
expected to expand to Planet Hollywood Resort & Casino in
February with planned rollouts to the remaining Las Vegas resorts in 2018.
"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
Michael Marino, senior vice
president and chief experience officer for Caesars
Entertainment. "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. 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 Caesars Entertainment Corporation
Caesars
Entertainment Corporation ("CEC") is the world's most diversified
casino-entertainment provider and the most geographically diverse
U.S. casino-entertainment company. Since its beginning in
Reno, Nevada, 79 years ago, CEC
has grown through development of new resorts, expansions and
acquisitions and its portfolio of subsidiaries now operate 47
casinos in 13 U.S. states and five countries. CEC's resorts operate
primarily under the Caesars®, Harrah's® and Horseshoe® brand names.
CEC's portfolio also includes the London Clubs International family
of casinos. CEC is focused on building loyalty and value with its
guests through a unique combination of great service, excellent
products, unsurpassed distribution, operational excellence and
technology leadership. CEC is committed to environmental
sustainability and energy conservation and recognizes the
importance of being a responsible steward of the environment. For
more information, please visit www.caesars.com.
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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SOURCE Caesars Entertainment