 The Dispatch · July 2026 · Growth | | Issue 15 · Growth | Nº 15 | Field Notes From go-live to Growth. Going live is the starting line, not the finish. Here is how a property compounds value with VIVI, one agent at a time, and the operational data it gets back in return. | The VIVI Dispatch · July 2026 | | Go live once. Grow every month after. | In this issue | 01 | From the Field: What growth looks like once you’re live | | 02 | From the founders: What we saw at HITEC 2026 | | 03 | On the calendar: Lance at the CHLA Annual Conference | | 04 | On the road: DestinationAI in Washington, D.C. | | 05 | In closing | | | From the editor Dear VIVI Community, two issues ago was the Operator’s Playbook. Last month was the infrastructure underneath. This one is about what happens after you go live. Going live is the starting line, not the finish. The properties that get the most from VIVI add one agent at a time, prove it, then add the next. Each agent takes over a job the team used to absorb, and each one leaves behind something the property never had before: clean data about how the operation actually runs. This issue walks that arc, from the first agent to the data that keeps compounding. We also brought back a note from the founders, fresh off HITEC in San Antonio, and a couple of invitations to catch us in person this fall. Reply any time. We read every one. | | ★ From the Field | 01 · Once you’re live | What growth looks like
once you’re live. The properties that get the most from AI do not flip a switch and walk away. They start with one agent, prove it, then add the next. Each agent takes over a job the team used to absorb, and each one leaves behind something the property never had before: clean, structured data about how the operation actually runs. Here is the arc we see again and again in the first few months after launch. | | Phase one The first agent | A Guest Service Agent for in-house guests The first agent takes calls from guests already on property, answering in whatever language they speak and relieving the front-desk team of routine requests so they can focus on the guests standing in front of them. | | Phase two Integration | Wired into the systems you already run Within weeks, the agent is connected to the property’s service platform, dispatching housekeeping and maintenance requests directly rather than leaving them on a notepad. The work gets routed the moment the guest asks. | | Phase three Expansion | A second agent takes external calls Next comes the outside line. A second agent fields inbound calls and gets every caller to the desk that can actually book them: reservations, ticketing, group sales, dining. | | Phase four Beyond the phone | Web chat, and agents for your team From there the footprint widens: a web chat agent for guests online, and staff-facing agents that onboard and train seasonal workers in their own language over WhatsApp, Teams, and text. | | The best part The data that helps operations. Every conversation an agent handles becomes a record. For the first time, operators can see the shape of their own demand instead of guessing at it. That is where the real compounding happens. | ◆ | Labor recovered. Front-desk hours that used to disappear into the phone come back to the floor, redeployed to guests in person. | | ◆ | Demand mapped. Every call is timestamped, so peaks are visible to the minute and staffing can follow real load instead of a hunch. | | ◆ | Service tracked. Requests are logged by type and by hour, giving housekeeping and engineering a clear picture of when and where work spikes. | | ◆ | Revenue routed. The property can see how many callers arrived with booking intent and whether they reached a desk that could close. | | ◆ | Sentiment measured. Guest satisfaction is tracked right alongside volume, so growth in scale does not come at the cost of experience. | | The agents do the work. The data is what lets a property keep getting sharper long after go-live. | | Go live once. Grow every month after. | | What a property can see in a single month | | 80 hrs Front-desk time recovered | 96% Calls contained without a human | 100% Requests logged by type and hour | | 44% Callers with booking intent, routed to close | 24/7 Coverage, in every language | 1 Agent added at a time | | | | | | | | 02 · From the founders | San Antonio | What we saw at HITEC 2026. Lance and Tobin spent last month at HITEC in San Antonio. In their words: | HITEC 2026 in San Antonio left us more energized than any show in recent memory. What stood out was not any single product or demo, but the spirit of collaboration running through every conversation. Operators, technology partners, and platform providers are increasingly rowing in the same direction, focused on solving real problems for real properties rather than chasing hype. The partnerships taking shape right now, across revenue management, back of house, distribution, and guest experience, tell us the industry has moved past the question of whether AI belongs in hospitality and on to the far more exciting question of what we can build together. We came away with new relationships, deeper ones with longtime friends, and a clear conviction that the best of this technology is still ahead of us. We could not be more excited about where we are headed, and about the people we get to build it with. Lance & Tobin · Founders, VIVI | | 03 · On the calendar | The Broadmoor | Lance at the CHLA Annual Conference. We are proud to share that Lance Thompson, President of VIVI, will be a panelist at the Colorado Hotel & Lodging Association Annual Conference at The Broadmoor this year. If you and your team have not yet joined the CHLA, this is an incredible event to network and to hear what is happening across the world of hospitality. Whether you are a hotel organization or an allied partner, membership opens doors to conversations that matter for where our industry is headed. | | | | 04 · On the road | Washington, D.C. | VIVI heads to DestinationAI. Lance Thompson, President of VIVI, and Marvin Garcia, VP of Engineering, are heading to DestinationAI in Washington, D.C. this September 29 and 30. This is an event that truly matters in hospitality AI right now. Operators, owners, and the people actually building the technology, in the same room, talking about what is real and what is not. Lance spent 25 years on the operations side before joining VIVI. Marvin leads engineering. Between the two of them, they will be comparing notes on everything from agentic guest service to what actually holds up at scale. If you will be there, reach out and make plans to connect. | | In closing Thank you for following along. Growth, done right, is deliberate. The properties that get the most from VIVI do not flip a switch and walk away. They add one agent, prove it, wire it into the systems they already run, and only then add the next. Each one gives time back to the team and leaves behind data the property can act on. To see what that kind of growth could look like at your property, in voice, chat, or the channels your team already lives in, schedule time with our team. | | | | | | Dallas · Austin · Boulder · Puerto Rico | | 7000 Bahia Beach Blvd, Rio Grande, PR 00745 | | | | | | | | You’re receiving this because you’re a valued member of the VIVI community. © 2026 Kinetic Solutions Group | | |
