Intelligent
Guest Experience

Challenge
A global entertainment leader partnered with a major voice assistant provider to deploy 28,000 voice-enabled smart display devices across its U.S. resorts. Guests could use natural voice commands to request services, access information, and enhance their stay. To make this possible, the organization needed to connect the assistant’s natural language capabilities with complex business logic and data systems — designing a backend infrastructure capable of powering seamless, real-time voice interactions at scale.

Impact 
KellyMitchell delivered specialized engineering services to build and optimize the backend logic driving the guest voice experience. Our team created an integration layer that linked voice-assistant technology with the client’s internal systems, enabling real-time, conversational interactions.

We implemented a serverless architecture using AWS Lambda (TypeScript) and Step Functions for scalability and reliability; designed event-driven workflows (Lambda, SNS/SQS) to handle user intents efficiently; fine-tuned utterances and triggers to improve recognition accuracy; and collaborated with product and UX teams to prototype and refine voice interactions.

This foundation enabled seamless, voice-driven guest engagement across tens of thousands of devices — transforming the in-room experience and setting the stage for future voice-enabled products.

Outcome 
The initiative advanced from pilot to full-scale deployment, delivering fast, reliable, and intuitive voice experiences across resort properties. Through KellyMitchell’s expertise, the client launched a firstof-its-kind platform and strengthened internal engineering capabilities, paving the way for expansion into home products and next-generation voice AI innovations.