Case Study: Go Moment achieves up to 90% automated guest-query resolution and boosts guest satisfaction with IBM Watson

Builds world’s first smart texting solution for hotels powered by IBM cognitive solutions

Go Moment, a California-based startup, needed to relieve pressure on hotel front desks caused by rising guest expectations and tight labor costs by delivering instant, easy-to-use concierge service. To solve this, Go Moment built Ivy, a smart SMS-based virtual concierge using IBM cognitive services — specifically the IBM Watson Developer Cloud with the Watson Natural Language Classifier and Tone Analyzer — to interpret guest intent and sentiment and trigger actions without requiring an app or new interface.

The IBM-powered Ivy solution classifies free‑form guest texts, returns automated answers or service requests, and escalates unhappy guests detected by tone analysis to staff for rapid resolution. Deployments using IBM Watson have driven measurable results: up to a 20% increase in problem-resolution satisfaction, as much as a 35-rank jump in TripAdvisor ratings, and the ability to automatically handle up to 90% of customer queries, significantly boosting front-desk productivity.

Go Moment

Raj Singh

Chief Executive Officer