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The AI guest communication layer for hotels and resorts

Every guest answered instantly, in any language.

The front desk gets its hours back.

A 450+ room four-season resort put three VIVI AI agents on its guest lines. Guests get a knowledgeable answer the moment they call, in any language, and every service request goes straight into the work-order system. No operator, no note, no one keying a ticket.

August 2026 results · one property
21,901
guest interactions handled
4,571
requests filed directly into the property’s system
0
keyed by staff
95%
in-scope containment
<30
days to live agent
The problem

A phone tree that could not keep up

Attractions, dining and a busy events calendar keep the phones hot and seasonal. 58% of guest-service calls arrive after 5pm, when staffing is thinnest. A third of web chat lands between 7pm and 7am, with no live desk staffed.

The solution

Three VIVI AI agents, inside the existing phone stack

KSG launched three VIVI agents to handle guest communications on and off property, deployed inside the existing phone and operations stack, with no rip and replace:

  • Guest Services, in-room voice; files work orders
  • Resort Operator, front-door voice; triage and routing
  • Resort Chat, web and app; guest questions
What the agents do
Agent
What it handles
Aug 2026
Guest Services
Housekeeping and maintenance requests, auto-logged to the work-order system
7,397 calls
Resort Operator
Reservations, dining and group sales routed to the right line; 1,296 questions answered directly
4,446 revenue-intent
Resort Chat
Pre-arrival and in-house guest questions on web and app
4,150 sessions
After hours
Demand outside staffed hours, absorbed rather than missed
33% of chats 7pm–7am
The loop
Zero staff touches until dispatch
Before: three staff touches per request
Guest
dials 0
Operator
answers call
Note
written, handed off
Coordinator
keys the ticket
Housekeeping
dispatched
With VIVI: zero staff touches until dispatch
Guest
dials 0
VIVI agent
answers and resolves
Work order
auto-logged to the system
Housekeeping
dispatched
The impact
For guests
An immediate, knowledgeable answer on every call and chat, at any hour, in any language. VIVI answers in whatever language the guest speaks, without hesitation. 95% of in-scope requests handled without a transfer.
For the front desk
660+ hours back every month, nearly four full-time roles, and not one request keyed by hand. Staff time goes to the guests in front of them, not the phone.
For the property
Approximately $218K a year in net labor savings at this one property, after the cost of VIVI, plus 10 rooms flagged for preventative maintenance before a guest had to complain.
The operational economics

Hundreds of front-desk hours, back every month

660+
front-desk hours back in August, nearly four full-time roles
≈$218K
net annual labor savings at this property, after the cost of VIVI
4,571
requests filed in August, zero keyed by staff. 3,614 housekeeping, 957 maintenance
The platform
This is the VIVI platform, not a chatbot.

See how we can impact your guest experience and your bottom line, in less than 30 days.

Book a demo →

Download this case study as a one-page PDF ↓

Figures from VIVI platform reports, 1–31 August 2026, single property. Labor savings are a conservative model (interactions × published handle times, $35 loaded rate, annualized at the August run-rate, net of platform cost), not a payroll figure. Property anonymous pending approval.

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Austin Grace
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