Case Study: Hershey Entertainment & Resorts achieves faster, more personalized guest support with Looker

Gifting all guests with a sweet time using Customer Engagement Suite

Hershey Entertainment & Resorts needed a better way to create more relevant, engaging guest experiences while reducing repetitive support requests and improving service for customers and employees. The company turned to Looker and Google Cloud’s Customer Engagement Suite, using conversational AI to help identify customer needs and streamline interactions.

Looker helped Hershey Entertainment & Resorts connect Agnes to its enterprise systems so the assistant could recognize account issues and anticipate needs like password resets. As a result, Agnes now handles more than 50% of password-reset calls, saving guests time and improving the support experience, while freeing the team to focus on further improvements and future natural-language reservations.

Hershey Entertainment & Resorts

Mike McPoyle

Manager of Development and Integration