AusLeisure

An AI powered Virtual Queue (VQ) solution introduced in Nov 2021 by Malaysia’s Genting SkyWorlds, in partnership with Alibaba Cloud (the digital technology and intelligence backbone of Alibaba Group), better allows the park to control crowd distribution and optimise ride capacity. The goal is to deliver more engaging visitor experiences and, during peak periods, allow the theme park to handle a higher volume of crowd without compromising on that user experience.

Fed with real-time data, VQ is integrated into SkyWorld’s existing mobile app which allows guests to make reservations in advance for selected rides, attractions, and entertainment, allowing them to conveniently plan their entire experience at the theme park, ahead of their arrival date.

Alibaba Cloud’s VQ Solution leverages AI to enable more efficient crowd management and to reduce waiting time dynamically. VQ reservations use advanced AI algorithms and real-time intelligence from the ride wait time to throughput. This solution allows the operations team to better control crowd distribution and optimise ride capacity.

Resorts World Genting vice-president of theme park operations Greg Pearn advises “thanks to this collaboration with Alibaba Cloud, Genting SkyWorlds is the first theme park in Southeast Asia to feature advanced VQ technology, enabling guests to skip the regular lines and choose what to do when they want.

“With the VQ system integrated into our mobile app, guests will have access to some attractive features, including the ability to reserve preferred rides, attractions, and entertainment based on their preferred time slots, create groups for multiple ticket holders, view recommended itineraries and receive real-time alerts for VQ reservations.”

Alibaba Cloud Intelligence general manager (Malaysia) Kun Huang adds “Alibaba Cloud has been recognised globally for its technological innovation, and we are truly excited now to travel on this adventure with Genting SkyWorlds. The VQ Solution, which was specifically designed for Genting SkyWorlds, uses our advanced, robust, and secure cloud technologies to complement the theme park’s exceptional offerings to the guests, who can expect an efficient, and seamless experience, while enabling them to safely maintain social connections.”

Guests who use the mobile app regularly to reserve VQ slots and follow the recommended itineraries will be rewarded with benefits such as discount vouchers, and additional VQ reservations. This has been made possible by the Itinerary Planner function, which serves as guests’ personal intelligent assistant that formulates a personalised agenda of adventure at Genting SkyWorlds.

While the end goal is to have all of SkyWorld’s 90 rides to be available on VQ, in this early stage 30 rides have been enabled with a lot of effort spent on educating the public about the availability of the feature that will eventually be a chargeable service in line with other parks which have a fast track option. Genting SkyWorlds believes there is no reason why customers won’t pay for a much more efficient fast track service that sits conveniently in their app.

The official Genting SkyWorlds Theme Park mobile app is now available for free download via Google Play Store and Apple App Store.

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