The Hospitality Agent
An Alexa+ agent that makes hotel and
cruise stays feel personal.
Role
Lead Intelligence Designer
Industry
Consumer GenAI
Year
2025
Designer
Michael Lang
Multimodal Design · Conversational AI · Exemplar Writing · Visual Design · Rapid Prototyping
The welcome. The first thing a guest sees when they walk into the room.
For Alexa+ Enterprise Hospitality Agent, I led the design of how GenAI could make hotel and cruise stays feel more personal and human. Partnering with science and engineering teams, I guided the agent from its earliest concepts into a working experience.
The home screen. Itinerary, recommendations, and the day ahead, in one calm surface.
A stay that feels effortless and thoughtful from the moment they walk through the door.
I created guest scenarios that trained the LLM to understand customer intent, respond with warmth, and handle real moments, like booking a table, planning an excursion, or helping someone unwind at the end of a long day.
Planning an excursion. The agent reads intent, then lays out real options.
Like booking a table, planning an excursion, or helping someone unwind at the end of a long day.
Booking a table. From the full restaurant list down to a single recommendation.
Closing the loop. A clear total, charged to the room, confirmed in one turn.
Understand customer intent, respond with warmth.
As the agent took shape, I designed the multimodal experiences that guided guests through each moment with both voice and touch. I then created story-led demonstrations that helped partners see what their brand feels like through Alexa+. These stories showed how an AI agent can welcome guests, remove small stresses, and create a stay that feels effortless and thoughtful from the moment they walk through the door.
The card system. Each moment is built to be answered by voice or resolved by touch.
The platform the agent lives inside. The Alexa+ launch campaign.