Hyatt uses an AI-powered agent assist tool in its contact centers that listens to live guest calls and automatically prompts human agents with relevant information in real time — for example, surfacing the pet policy when a guest mentions bringing a dog. The tool keeps human agents in the loop while helping them deliver faster and more personalized responses.

Confirmed by Hyatt's Global Director of Data, Analytics & Quality, David Mayer, in a CDO Magazine interview published April 2025, the agent assist system uses natural language processing (NLP) to monitor live contact center conversations and detect contextual cues from guests. When a guest mentions a relevant detail — such as traveling with a pet — the system automatically prompts the human agent with applicable policies or service suggestions, such as nearby dog parks. The tool is described as operating across Hyatt's contact center channels (phone, chat, email). Human agents remain responsible for all customer interactions; the AI supports rather than replaces them.