Resorts World’s AI agent handles 59% of calls, freeing staff for high-touch luxury experiences

At a Glance:

• Mission: Create enterprise-wide automation and a modern guest experience from opening day
• Solution: A conversational AI hospitality agent named "RED," powered by SoundHound
• Results: In 2024, RED handled more than 50% of all calls without escalation
• What’s Next: Further elevate the guest experience with agentic AI

The mission: redefine the modern guest experience

When Resorts World Las Vegas set out to redefine the luxury hotel experience, the vision was bold: deliver a seamless blend of technology, elegance, and world-class hospitality for the modern Las Vegas traveler.

With 3,500 guest rooms, a next-generation gaming floor, and world-class entertainment venues, the resort wanted to set a new standard for the industry by integrating an intelligent AI agent into its architecture from day one.

Delivering the quality of experience that guests expect across a resort of this scale required a solution powerful enough to handle numerous interactions at the same time, while delivering effortless, personalized outcomes.

The solution: a conversational AI hospitality agent for guests & staff

Resorts World Las Vegas created RED, the resort’s AI agent built on SoundHound's platform. From the moment doors opened, RED became the resort’s virtual front desk, 24/7 room service operator, and employee help desk — all powered by one unified conversational AI platform.

RED answers hundreds of calls and messages every day, seamlessly assisting guests throughout their stay at the resort. Employees also rely on RED for help with IT and HR related queries.

The conversational AI hospitality agent is available around the clock across phone, chat, and social channels, ensuring support for everyone at any hour.

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223,000 | interactions resolved by RED in 2024 without escalation

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Even when call volume spikes, the AI call center agent immediately answers questions, completes tasks, and sends proactive alerts for guests and employees. At Resorts World Las Vegas, RED handles tasks such as:

• Check-in/check-out
• Dinner reservations
• Room service
• Booking show tickets
• Wake-up calls
• Bill payments
• Password resets
• Equipment requests
• PTO management

The results: high-quality experiences that drive measurable impact

Resorts World Las Vegas’s AI investment has tangible, far-reaching benefits:

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610 | guest interactions handled every day by RED, freeing staff to focus on more complex guest needs

59% | of the resort's entire call volume was handled by RED without escalation in 2024, totaling 223,000 interactions

100+ | resort applications integrated with the platform, enabling end-to-end automation of hospitality-specific operations

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While RED drives tremendous efficiency gains for the resort, it’s not the main catalyst for its AI investment. For Resorts World Las Vegas, investing in RED has freed up time for high-touch luxury moments that set the property apart.

By empowering human connections through innovative technology, Resorts World Las Vegas is a model for what modern hospitality can achieve when AI agents are thoughtfully and strategically embedded into the fabric of hotel operations.

“There’s a concern in luxury hospitality that AI could undermine the guest experience, but clearing the path for those luxury moments is exactly what RED enables. It’s been a true differentiator for us.”

Shannon McCallum
VP of Hotel Operations, Resorts World Las Vegas

Following the initial success of RED, Resorts World Las Vegas expanded its partnership with SoundHound AI in 2024 to leverage new generative AI capabilities, enabling RED to deliver an even more robust guest experience.

What’s next: bringing agentic AI to the luxury hotel experience

As an industry leader, Resorts World Las Vegas continues to seek new ways to enhance the power and abilities of its conversational AI hospitality agent, in partnership with SoundHound AI.

For example, the latest version of SoundHound’s platform brings unparalleled interaction flexibility and containment rates — powered by the company’s proprietary Agentic+ framework. Agentic+ leverages a dynamic combination of autonomous, rule-based, and advanced human-in-the-loop resolution paths to deliver the most optimal guest experience.

This means that instead of having to manually build conversation flows for every possible guest inquiry, RED could autonomously reason and decide which information, workflow, integration, or person to loop into an interaction to get the job done quickly, securely, and accurately. An agentic AI contact center therefore results in a faster time to market and more powerful interactions that feel effortless for guests and employees.

Interested in starting your own AI journey with SoundHound?

We’d love the opportunity to discuss how we can help you achieve your goals.

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