The system consolidates voice, chat, messaging, and workforce management tools into a single interface. By integrating BluIP’s communication suite with Oracle’s property management software, agents no longer need to manually verify confirmation numbers or dates. If a guest initiates a request via the AIVA AI chat platform, the context—such as pet policy questions or booking changes—transfers automatically to a live agent if further assistance is required.

Beyond data visibility, the project introduced a custom enterprise-wide routing directory. This allows staff to transfer inquiries to specific departments or individual extensions across any property with minimal keystrokes. Since going live in May 2025, the platform now processes more than 1.1 million guest interactions per month. According to Heather Girolami, Senior Vice President at Loews, the technology significantly reduces friction by ensuring staff are fully informed before they say hello.