Venetian Las Vegas First to Use Conversational Commerce for Bookings

The Venetian Las Vegas launched one of the hospitality industry’s first Facebook Messenger direct booking channels—and the first for an individual hotel—offering guests the opportunity to book directly and securely through social messaging. The Venetian’s direct social booking channel represents the first step for the brand in reducing interface friction, enabling guests to stay within their platform of choice as they gather information, ask questions and transact with the brand. 

Through the new booking channel, guests have easy access to real-time rates for desired travel dates, details on resort amenities and relevant activities and offerings. The initiative is led by CMO Lisa Marchese. "Messaging apps have surpassed social networks in terms of monthly active users and we saw Facebook Messenger as an immediate and authentic way for our guests to engage with our brand," said Marchese. 

The Facebook messenger booking channel was developed in partnership with Let’s Rally, a Las Vegas local digital marketing agency that specializes in supporting hospitality clients with innovative product development.  The platform utilizes Microsoft Cognitive Services, which includes the LUIS natural language processing engine.  By automatically analyzing and learning the guests’ conversational patterns, the application will continually improve its vocabulary and functionally to serve the guests.

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The Venetian Las Vegas offers all-suite accommodations and a selection of restaurants from celebrated chefs including Wolfgang Puck, Mario Batali, Thomas Keller, Emeral Lagasse, Lorena Garcia and Buddy 'Cake Boss' Valastro. The resort also boasts Canyon Ranch SpaClub, a five-acre pool and garden deck; TAO nightclub; and a 120,000-square-foot casino and poker room. 


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