This is Helen. She lives in Chicago and is planning a trip to get out of the cold. Where else but Vegas?!
This is Rob, Helens boyfriend. He would love to join Helen in Las Vegas! As a matter of fact, Rob is a pretty big gambler and often gambles at Palonia Casino in Illinois. He has an ADT of $429 and is even hosted. Helen has joined Rob but mostly just hung out in the spa.
Helen searches online for a room for two at Palonia, Las Vegas. She signs into the Palonia website via FB and she has some questions about the size of the Pelonia Studio Room. She opens a chat dialog with the Agent who provides he with the dimensions of the room. She likes it and books the room online.
Based on Helens Social Graph we no that she just returned from Coachella. She also Loves Sushi and Fendi shoes! We also have all of her Guest records from staying at Pelonia in Chicago.
Wheels down at McCarran. Via Geo Location we know they have landed and we send them an SMS to welcome them and offer a 15% off coupon for Uber.
While in the Uber, Helen logs into FB and sees a post from Palonia about their awesome new pool. It says that Jelly is going to DJ tomorrow afternoon and they LOVE Jelly! "I wonder if we can book a cabana?"
Helen clicks to chat and opens a dialog via FB Messenger. She asks if there are cabanas to book for Jelly tomorrow. There are, and she books one! (Chatbot with FB Messenger Channel)
Our Contact Center Agent sees a Guest Profile of Helen. He sees her past stays at Pelonia Chicago and the Platform pops an Offer based on Helen's previous activity. He offers to book a spa for this afternoon. Helen is pretty tired fro her flight and says, heck yeah!
360 Degree View of Helen
Checking into Pelonia our Desk Agent has the complete Guest Record for Helen. He also has it for Rob. Based on Rob's ADT they get an upgrade and an automated notification goes to the VIP Host that Rob is on property. The Agent also notices that they don't appear to have dinner reservations for tonight. He offers to make a reso at Sushi-O at Palonia. They accept the reso and the agent books via OpenTable. Helen gets the text confirmation. (Show interaction with Opera, OpenTable, etc)
Awesome room and Helen & Rob are ready to head to Sushi-O! They get an SMS Message from the Chatbot "Robin" welcoming them to Pelonia. They realize they could use an extra set of towels so they request the towels via Robin. Robin triggers HotSOS to deliver towels. They head to Sushi-O and about 20 minutes later they get a ping from Robin that their towels have been delivered.
While at dinner Rob gets a text from his Host telling him that he just funded his account with $50 in free slot play! Rob says "Sweet"!
After dinner, Rob hits the slot machines and "cards in" via Bluetooth. His $50 in free slot play is deducted from his Account and it goes fast! He loses another $200. Pelonia sends Ron an offer which populates on the Slot Screen for a free slice of pizza at Pizza Bravo. Rob takes the offer and heads to Pizza Bravo. (Interaction Studio & IGT Machine)
The next afternoon Rob & Helen are at the pool enjoying their cabana and listening to Jelly DJ. Helen gets an SMS from Robin suggesting a shopping event at Fendi this afternoon. Helen is curious about the event but has some questions. "Is it private? Is there a minimum I have to spend?" Helen engages in a Chatbot convo with Robin which is now escalated to an Agent. We show the Agent interface and the Guest Profile. The chat transcript is archived in the Guest Record.
Helen loves her shopping experience at Fendi. She leaves and as she walks through the Pelonia Shops we know that she is approaching Beijing Tea. Covers are light at Beijing Tea so we trigger a real-time dynamic offer to Helen to stop in for afternoon tea.