Atlantis, The Palm

Read how we delivered the region’s first voice bot for the hospitality industry, playing a key role in shaping the future of Voice Experience in the region.

Introduction

Atlantis The Palm is one of Dubai’s major tourist attractions, hosting a large number of F&B outlets. Boasting of a plethora of restaurants featuring everything from buffet breakfasts to celebrity chef, it is a delight for tourists from all over the world. Handling table bookings or room reservations at Atlantis The Palm is an important administrative function that needs to function smoothly, at scale.

The Challenge

The Reservations team at Atlantis wanted to explore the option of using a voice-based bot to handle reservations in an automated manner, helping the Reservations team deal simultaneously with a massive number of customer requests at peak hours during the tourist season.  

The Atlantis team approached Blue Logic Digital for building and deploying the region’s first voice-based bot to manage reservations and bookings.

 

The Objectives

Customers who want to book a table or make a room reservation often prefer to speak to a booking agent to help them with information about options available, pricing, discounts, in order to take a decision. Therefore, it was critical for the Blue Logic Digital team to design this first-ever Hospitality Bot keeping in mind several aspects of reservation management.

For example:

  • The voice bot must be able to communicate effectively and reliably.
  • Responses from the bot need to have the right sentiment.
  • The voice bot must be able to answer queries about the resort, about the F&B outlets, check table availability as well as give recommendations.
  • The bot must be able to integrate with the room booking system, check availability and complete a booking.

The Solution Delivered

The team at Blue Logic Digital set to work to build a voice-based bot that could communicate conversationally with customers who wanted to make room reservations or restaurant table bookings at Atlantis The Palm.

Listed below are the technical capabilities of the voice bot:

  • BOT CAPABILITIES: ALEXA | GOOGLE HOME | VOICE ENABLED WEB WIDGET.
  • BOT FRAMEWORK ELEMENTS: INTENTS, ENTITIES, RESPONSES, MACHINE LEARNING, FLOWS, ANALYTICS, TRANSCRIPTS, INTEGRATIONS.
  • STACK CAPABILITIES: AMAZON ALEXA, GOOGLE ASSISTANT.

The Value Added

The first hospitality voicebot in the region was successfully developed by Blue Logic Digital. The bot feature list includes:

  • Book a table in any of Atlantis F&B Outlets.
  • Integration with SevenRooms (booking automation system).
  • Filter restaurant by cuisine.
  • Filter by restaurant timings.
  • Indoor and outdoor seating recommendation.
  • FAQs about Atlantis Resort.
  • Target audience: in-room guests and visitors.
  • User authentication based on room number & email ID.
  • Developed using Amazon Polly, AWS Lex.
  • Blue Logic Digital has brought a new wave into the Middle East with its voice bot capabilities: “Out with the scripted, in with AI”!
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