Introducing Emma, the World’s First Digital Mountain Assistant

Mar. 13, 2018

Who is Emma?
Emma is your Epic Mountain Assistant. She is the world’s first digital mountain assistant, and has the passion and first-hand experience guests would expect from someone who’s lived and worked in the mountains her entire life. She knows the resorts like the back of her glove — and can’t wait to put every adventure in the hands of our guests. She uses artificial intelligence and natural language processing to provide answers to a wide range of guest questions about their ski vacation that are tailored to each resort.
How does Emma work and how do I interact with her?
Emma will answers questions in real time via text messaging (SMS). On-demand information can be accessed 24 hours a day, 7 days a week, beginning in the 2018-19 winter season, resulting in instant service and a seamless experience for guests. If Emma cannot answer a question, she will quickly connect guests to chat with a live agent for further assistance. As Emma interacts with guests, her knowledge base and insight will continue to expand through both human and machine learning.
When will Emma be live and available to use?
Emma will be available for guests’ use starting in the 2018-19 winter season.
What kind of information will Emma provide?
From planning a ski vacation to arrival and all the way through departure, Emma offers guests an unprecedented breadth of information tailored to each resort. Emma will be able to assist with the following topics: mountain information, mountain conditions, lift line wait times, lessons, wayfinding, rentals, lift access, parking, season passes, resort in-town activities, on-mountain activities, weather, forecasts, and more.
Where will Emma be available?
Guests will be able to access Emma from anywhere in North America. Emma will provide information specifically for nine of Vail Resorts’ mountains – including Vail, Beaver Creek, Breckenridge, and Keystone in Colorado; Park City in Utah; Heavenly, Northstar and Kirkwood in Tahoe, and Whistler Blackcomb in Canada. In the future, Emma may be available at other Vail Resorts owned and operated resorts including Stowe, Perisher, Mt. Brighton, Afton Alps and Wilmot. Emma does not offer information for non-Vail Resorts owned and operated resorts including Arapahoe Basin, Telluride, RCR Resorts, Hakuba Valley, or European partner resorts.