The Leading News & Information Service For The Facilities, Workplace & Built Environment Community

Liverpool Shopping Centre Installs ‘Digital Human’ as Part of Guest Services Team

Liverpool Shopping Centre Installs ‘Digital Human’ as Part of Guest Services Team
18 June 2024

“Liv”, an AI-enabled “digital human”, is now part of Liverpool ONE shopping centre’s front-of-house customer service offering.

As part of a month-long trial at the retail destination, Liverpool ONE’s guest services team is testing the capabilities of the “digital human”, created by tech company Sum Vivas.

Using natural language processing and machine learning, “Liv” will respond to queries in real-time, interacting and gathering feedback from customers. This tech also has multi-lingual capabilities and can be customised with bespoke company processes. 

Sum Vivas, the company behind “Liv”, previously won Grosvenor and Liverpool ONE’s Innovation Challenge, to bring disruptive technologies and innovations that will drive visitor awareness, engagement and advocacy to the retail destination.

The introduction of ‘Liv’ comes as Liverpool ONE launches its new Guest Services Team, using “Liv” to manage routine inquiries and provide customer query data from the 22 million visitors every year.


Liv Assists Taylor Swift Fans


The new installation coincided with Taylor Swift’s Eras tour arriving at Anfield Stadium, with “Liv” answering questions such as “How can I get to Anfield Stadium?” and “What is your favourite Taylor Swift song?”.

Chris Jukes, Grosvenor’s Director of Liverpool ONE, said: “It is brilliant to host Sum Vivas’ Digital Human, ‘Liv’, who will not only add something unique to the visitor experience, but also allows us to collect even more insight to inform future decisions about Liverpool ONE.  Technology and AI are having a growing influence on the future of retail and it is important we embrace what is available, testing concepts that enhance the experience.  That said, we remain committed to balancing these innovations within a human-centric environment and this is reflected in Liv’s ability to provide things like information for Swifties, alongside details about Liverpool ONE’s shops, restaurants and leisure offer.” 

Rob Sims, Founder and CEO of Sum Vivas, added: “Winning Liverpool ONE’s Innovation Challenge has awarded us the opportunity to further develop and showcase the benefits our AI-powered Digital Assistants bring, and the value they can add to both the customer journey and collating insights. Grosvenor and Liverpool ONE have been great partners, and we are excited to see how visitors engage with Liv.”

Picture: a graphic showing "Liv", an avatar that is smiling and wearing a blazer with a name badge, and a branded Liverpool ONE badge. Image Credit: Liverpool ONE

Article written by Ella Tansley | Published 18 June 2024


Related Articles

Compass Group to Launch First ‘Frictionless’ Store

Compass Group has unveiled its plans to launch its first fully “frictionless” store in a workplace in early 2022. This store, a first for the foodservice...

 Read Full Article
Rapport Appoints New MD as Greg Mace Steps Down

Dirk Talsma is to be the new Managing Director at Rapport Guest Services when Greg Mace steps down at the end of July. Talsma attended one of Europe’s most...

 Read Full Article
Rapport Named Runner Up in Sunday Times Best Companies List

Rapport Guest Services has been named Runner Up in Sunday Times' UK’s 100 Best Large Companies to Work For 2021 List. Having been placed...

 Read Full Article
Four Ways Robots are Helping to Address Facilities Management Challenges

Amidst a myriad of safety concerns and government guidelines, facilities managers have turned to new methods and technologies to ensure better hygiene and to keep...

 Read Full Article
Linakar Awarded Multi-Million Pound Liverpool ONE Deal

M&E specialist Linaker has won a contract to manage the planned preventative maintenance and reactive works for Liverpool ONE shopping centre. The multi-million...

 Read Full Article
Say Hello Or Wave Goodbye

40 per cent of office workers say a negative corporate welcome is damaging to the brand of the companies they work for. A new industry report has analysed how...

 Read Full Article
Robot Won't Stop - Child Harmed by Securitybot

The concept of robots replacing security guards took a knock when one ran into a child at a shopping centre in California. Technology that some have said will replace...

 Read Full Article
Emotion Detection Analysis – Can it Help FMs?

Dan Teare examines the ethics around AI emotion detection analysis and looks at potential use cases for facilities managers. A recent article from discussed...

 Read Full Article
British Land Sells Stake in Meadowhall Shopping Centre

British Land has opted to sell its 50 per cent share in Meadowhall Shopping Centre to its partner Norges Bank Investment Management for £360 million. British...

 Read Full Article
Europe’s First Automated Theme Park Store Opens at Legoland Windsor

A new frictionless, cashier-less coffee and convenience store has opened at Legoland Windsor, a first-of-its-kind for the theme park sector. The “just walk...

 Read Full Article