Case Study: Ivy automates 50% of hotel inquiries and powers 1 billion positive guest experiences with Twilio

Empowering 1 Billion Positive Guest Experiences With Smartconcierge Ivy

Go Moment developed Ivy, an AI‑driven text concierge, to help hotels meet rising guest expectations for instant, personalized service while front‑desk and concierge teams are stretched thin. Hotels needed a way to handle routine questions (like Wi‑Fi codes, checkout changes and local recommendations) quickly and safely without adding staff.

Ivy uses machine learning and Twilio programmable messaging to answer common inquiries, automate up to 50% of requests, switch languages, integrate with hotel systems and escalate to humans when needed. Deployment takes days, yields analytics for guest recovery, supports contactless COVID‑safe service, and has driven measurable benefits—staff report an 8% annual engagement lift in Cornell‑linked research and hotels see faster responses, higher guest satisfaction and reduced workload.

Ivy

Raj Singh

Chief Executive Officer