guest services

Liverpool ONE set to enhance visitor experience with dedicated team and AI 

11 June

We are set to elevate visitors’ experience at Liverpool ONE by creating a brand new Guest Services Team. 

From this week, the new team will be on hand to provide support and guidance to those looking to explore Liverpool ONE and the wider city. 

The arrival of the new team in time for a packed schedule of events this summer, including much-anticipated performances from Taylor Swift and P!NK at Anfield Stadium, which will see the city draw in huge crowds from across the world. The official Fan Zone for Team GB and ParalympicsGB; plus, the peak of the cruise season during Summer which is also set to bring in international visitors, thanks to the city’s global reputation. 

Welcoming more than 22 million visitors every year, Liverpool ONE is a key part in Liverpool’s vibrant £5billion visitor economy with the provision of outstanding customer service and visitor welcome being pivotal in delivering excellent visitor experience.  

The new Guest Services Team who will be on hand to welcome visitors across Liverpool ONE, will also support the existing staff at the offical Tourist Information Centre, offering visitors assistance with locating their favourite shops and services, plus helping with accessibility and other queries.  

And, in a first for Liverpool ONE, supporting the Guest Services Team will be ‘digital human’ Liv, a cutting-edge AI-generated assistant developed by local business, Sum Vivas, a leading innovator in AI technology and digital human solutions. Sum Vivas, beat off stiff competition in a recent innovation challenge at Liverpool ONE. 

Liv has been designed to interact with visitors in real-time, providing instant information. From providing directions and store information to answering frequently asked questions, the AI Integrated Digital Assistant will enhance and provide valuable support to the newly launched Guest Services Team for an initial pilot period. 

“Liverpool has a strong reputation as a friendly and welcoming destination. The city was recently recognised as one of the most sociable cities in the UK by Condé Nast Traveller, and the best large city for a city break by Which?, which is an accolade for us all to be extremely proud of. 

“Our new Guest Services Team will help us to support and enhance visitor welcome and continue to deliver unparalleled customer experience. The addition of Liv, our digital human, enables us to use pioneering technology to continuously improve customer service to visitors, making their visit even more memorable.” 

Donna Howitt, Place Strategy Director, Liverpool ONE