Hospitality and Wellness Provider Scales Guest Service with AI Agents

Overview

A global hospitality and wellness services provider delivers premium spa and wellness experiences across cruise ships and luxury resort destinations worldwide. Operating across diverse itineraries, locations, and guest preferences, the organization depends on precise timing, personalization, and service quality to maintain high guest satisfaction.

As guest expectations shifted toward instant access, personalized recommendations, and seamless booking experiences, the organization saw an opportunity to modernize how guests discover, schedule, and manage wellness services. The provider partnered with Kore.ai to deploy AI for Service, introducing intelligent AI Agents that engage guests directly and orchestrate end-to-end service experiences across the guest journey.

The Challenge

Guests expect fast, personalized assistance when exploring and booking wellness services—often while navigating tight schedules and dynamic itineraries. Traditional service models made it difficult to consistently deliver this level of experience across ships and resort locations.

Key pain points included:

• High demand for real-time information on services, availability, and pricing
• Manual and fragmented booking workflows that created friction and delays
• Limited ability to personalize recommendations based on guest preferences and schedules
• Scheduling conflicts that required manual resolution
• The need to scale guest support globally without increasing operational overhead

The organization needed a more autonomous, intelligent approach to guest engagement that could deliver personalized service at scale.

The Solution

The organization deployed AI for Service from Kore.ai to establish an agentic, AI-driven engagement layer across its digital guest experiences. Intelligent AI Agents support guests throughout their journeys by guiding discovery, managing bookings, and resolving service requests in real time.

These AI Agents integrate with scheduling, itinerary, pricing, and policy systems to orchestrate complete service journeys. They deliver personalized recommendations, validate wellness considerations, detect and resolve scheduling conflicts, and complete bookings—without requiring human intervention. When needed, the platform supports seamless escalation while preserving full context.

This agentic approach enables consistent, high-quality guest engagement across ships and destinations while scaling effortlessly with global demand.

Business Impact

By adopting AI for Service, the organization transformed how guests interact with its wellness offerings across locations and itineraries.

Key outcomes include:

• More personalized guest experiences through AI-driven recommendations tailored to preferences and schedules
• Higher booking conversions driven by timely suggestions and frictionless scheduling
• Improved guest satisfaction with faster responses and fewer scheduling conflicts
• Greater operational leverage as AI Agents handle high volumes of guest inquiries and bookings
• Consistent service delivery at scale across a global hospitality footprint

Together, these outcomes allow the organization to elevate guest experiences while supporting growth without sacrificing service quality.

The Kore.ai Advantage

Kore.ai enabled the organization to deliver agentic, AI-powered service experiences tailored for high-volume, guest-facing hospitality environments. AI for Service provides the intelligence, orchestration, and scalability required to manage complex service journeys end to end while maintaining premium experience standards.

With enterprise-grade AI Agents designed for global scale, Kore.ai helps hospitality and wellness providers unify discovery, scheduling, and service coordination into a single, seamless experience—creating a foundation for continued innovation as guest expectations evolve.