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XCS-02 · Entertainment & Tourism
Six Flags Qiddiya City - Virtual Concierge
From static information to intelligent guest experiences.
As Six Flags Qiddiya City prepares to become one of the world’s most ambitious entertainment destinations, guests need more than a website or mobile application.
They need a digital companion.
The challenge was to design an AI-powered Virtual Concierge capable of helping guests discover attractions, plan their day, purchase tickets, resolve issues, and receive personalized recommendations before, during, and after their visit.
The vision extended beyond a chatbot. The goal was to create an intelligent guest experience platform capable of evolving into a unified concierge ecosystem across Qiddiya’s attractions and destinations.
Theme parks generate enormous amounts of information, services, and customer interactions.
Guests often struggle to:
- ·Find accurate attraction information
- ·Understand ticket options and packages
- ·Plan their day effectively
- ·Navigate large environments
- ·Access support during their visit
- ·Discover personalized experiences
At the same time, operational teams face increasing pressure to answer repetitive questions, support guests in multiple languages, and maintain service quality at scale.
Traditional digital channels were fragmented, reactive, and unable to adapt to individual guest needs.
Design an AI-powered Virtual Concierge that centralizes information, automates guest support, personalizes journeys, and creates a seamless digital experience across the entire Six Flags ecosystem.
The objective was simple:
Transform every guest interaction into a personalized, intelligent, and frictionless experience.
Services:
01 – Centralize Information
Created a unified AI-powered knowledge layer that connected attractions, dining, events, facilities, and guest services into a single source of truth.
02 – Make Support Conversational
Designed natural language interactions that helped guests find answers instantly while enabling seamless escalation to human support when required.
03 – Personalize Every Journey
Delivered AI-driven recommendations, ticket guidance, and curated itineraries based on guest preferences and visit intent.
04 – Build for Scale
Developed a scalable design system and experience framework capable of supporting Six Flags, Aquarabia, and future Qiddiya destinations.
05 – Enable Future Innovation
Established the foundation for voice interactions, real-time personalization, conversational commerce, and a unified Qiddiya AI Concierge ecosystem.
“The Virtual Concierge is more than a support tool. It establishes the foundation for intelligent guest engagement across the entire Qiddiya ecosystem.”
Qiddiya Experience & Innovation Team
