Case Study: Resorts World Las Vegas handles 59% of calls with Amelia AI hospitality agent

Resorts World Las Vegas handles 59% of calls with Amelia

The customer, Resorts World Las Vegas, sought to create a modern, automated guest experience from its opening day to redefine luxury hospitality. To achieve this, they partnered with the vendor Amelia to implement a powerful conversational AI solution capable of handling numerous simultaneous interactions.

The solution implemented was a conversational AI hospitality agent named RED, powered by the Amelia platform. This agent handled a wide range of tasks for guests and staff across multiple channels. The results were significant, with Amelia's RED handling 59% of all calls without escalation in 2024, which totaled 223,000 resolved interactions. This measurable impact freed up staff to focus on delivering high-touch luxury experiences for guests.

Resorts World Las Vegas