Melco Resorts & Entertainment is a developer, owner and operator of casino gaming and entertainment casino resort facilities in Asia, Australia, and Europe. Based in Hong Kong, the company was founded in 2004 and is listed on the NASDAQ. Melco wanted something that would make the guest experience easier to navigate and enable hotel guests to take greater ownership of their experience at the resort.`
Melco Resorts engaged 2359 Media to explore the applications of conversational artificial intelligence and NLP technologies that could transform the workflow and guest experience. We worked together with Melco Resorts to create a personal digital concierge chatbot to accelerate business productivity and improve the guest experience through the automation of common enquiries.
What resulted was Melvis, a multi-lingual (English, Mandarin, Cantonese) Personal Digital Concierge chatbot that provides curated information, personalised services and round-the-clock support for customers before, during and even after their visit.
Melvis was powered by NLP algorithms to understand users’ everyday natural language and identify their intentions. The conversational analytics dashboard captures data from tracking conversations, commonly asked questions and frequently visited topics. A Bot Training Module further provides an interface to train the chatbot enabling it to get smarter over time. Melvis also allows human fallback, enabling a chat agent to view chats and answer them as well.
With this seamless virtual butler service, an enhanced guest experience is guaranteed. 2359 was featured on Microsoft’s Customers Stories page as a result, for integrating our own chatbot solution with Microsoft Azure to provide a digital butler experience.