For skiers and snowboarders, every moment on the mountain is about maximizing enjoyment—whether it's chasing fresh powder, perfecting a trick, or discovering new terrain. Guests want immediate access to information that helps them navigate confidently and feel at home from the moment they arrive.
This need for seamless support is why Vail Resorts launched My Epic Assistant during the 2024-2025 snow season. Operating some of the world's most iconic ski destinations, including Whistler Blackcomb and Park City Mountain, Vail aimed to ensure every guest could access quick, helpful answers and explore all the mountain has to offer.
Imagine getting assistance from an app while riding the lift instead of searching for an information booth. My Epic Assistant serves as a digital concierge, equipped to help guests choose the right season pass, check snow reports, and even suggest cozy spots for hot cocoa.
Enhancements for the 2025-2026 Season
In collaboration with Google Cloud partner 66degrees, Vail Resorts has upgraded My Epic Assistant for the 2025-2026 season, introducing features like personalized season pass recommendations. This enhancement allows the app to intelligently guide guests to the best pass options based on their specific needs and questions.
As we delve into the development of My Epic Assistant, we will explore how it effectively addresses the complex queries of discerning customers eager to maximize their mountain experience.
Achieving Better Results
Since its launch, My Epic Assistant has seen a 45% reduction in the need for human agent escalation, thanks to refined personalization and improved conversational flow. By automating routine inquiries and enhancing user experiences, Vail Resorts' Guest Experience Technology team ensures that technology complements the personal touch rather than replacing it.
According to the team, the use of advanced tools has facilitated natural, personalized conversations, leading to higher customer satisfaction while minimizing manual intervention.
Building My Epic Assistant
The development process begins with a subtopic classification agent that identifies the guest's initial request—be it comparing passes or seeking general information. The assistant uses a date object to determine pass availability and routes guests accordingly.
Next, a data collection agent gathers necessary information, utilizing existing data for authenticated users while asking clarifying questions for new guests. This interactive approach allows for a fluid conversation, enabling guests to ask follow-up questions without losing context.
Finally, the recommendation agent analyzes the collected data to suggest the most suitable pass options. It generates user-friendly responses that explain why specific passes are ideal, complete with direct purchase links for convenience.
Streamlined Personalization
With the integration of smart technology and user-centric design, My Epic Assistant transforms the customer experience from simple Q&A to a fully automated, conversational service. This approach provides the concierge-level support that guests expect from Vail Resorts, scalable through advanced technologies.
With My Epic Assistant's tailored recommendations, Vail Resorts is set to ensure that every guest enjoys their best season yet.
