Case study · 02
Hospitality AI Agent
Led UX for a new AI agent for INTELITY from inception to release.
- Client
- Intelity
- Year
- 2025 — 2026
- Role
- Head of UX
- Tags
- AI/ML · Product · Leadership
Context
Intelity powers the guest experience for thousands of hotels. A new AI agent product was greenfield — no existing patterns, no internal precedent for conversational hospitality UX.
Problem
Hotel guests and staff each needed an agent that handled ambiguous, multi-turn requests — but conversational UI risks feeling slow, opaque, or untrustworthy in a hospitality setting where time and clarity matter.
My role
Owned end-to-end UX leadership: product vision through release. Defined design direction for AI-driven workflows, drove cross-functional alignment across product, engineering, and stakeholders, and shipped on schedule.
Key decisions
A few moves that mattered.
01
Conversational + structured, not either/or
Paired free-form chat with structured action chips so guests could either talk or tap. Kept latency-sensitive tasks one-tap.
02
Designed for graceful failure
Built explicit states for low-confidence answers and human handoff. Trust was the design constraint, not output quality alone.
03
Staff console for oversight
Hotel staff needed a queue view to monitor and intervene. Designed a clean triage console paired with the guest experience.
Outcome
0→1
AI agent shipped
On time
Cross-functional release
Hospitality
Production deployment
Adoption and performance metrics available on request under NDA.
What I'd do next
Expand to property-specific personalization and let the agent execute deeper transactional workflows (housekeeping, F&B, billing).
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