The Invisible Guide: AI’s Role in a Seamless Visit

Overview:

Host Sondra Shannon (CEO, Gatemaster Technology) welcomes Takashi Nakaguchi, Co‑founder and CEO, Nutmeg and Antonio Giordano, Business Development Lead at Nutmeg (a valued business partner) to discuss AI guest journeys—how invisible guidance personalizes navigation, content, and services across the attractions industry while keeping the human touch central to experiences.

Insights from This Live

• AI augments, not replaces:
  Nutmeg emphasizes human guides remain irreplaceable; AI supplements when curators or docents aren’t available, extending access to knowledge and context for every guest.
• Custom narrative paths:
  Conversational mapping tailors a route through museums or zoos based on time, interests, and needs—integrating stops, food, and highlights dynamically.
• Geo‑fenced upsells:
  Contextual marketing surfaces memberships, cross‑sells, and gift‑shop promotions at peak excitement moments inside venues—converting “wow” into loyalty.
• Instant translation:
  Real‑time language detection removes friction for travelers and locals alike, streamlining directions, services, and accessibility information on one interface.
• Community through transparency:
  Sharing conservation work and behind‑the‑scenes care transforms a visit from entertainment into participation, strengthening belonging and support.

Notable Quotes

• “What I found the most inspiring was leaning into curiosity. A lot of these tools—these LLMs [Large Language Models], are accessible from your phone.”
  – Antonio Giordano [9:05]
• “Imagine one tool that can immediately translate detecting what the language spoken by the guest is.”
  – Antonio Giordano [25:37]
• “What we do at Nutmeg… Our app will actually tap into the museum’s catalogues… and give you the ability to have a conversation about this artifact.”
  – Antonio Giordano [11:07]
• “Having the guest be part of the conversation about what’s happening with the attraction [and] having more access to more information helps build community.”
  – Sondra Shannon [22:47]
• “We’re not even at zero right now when it comes to implementation of this technology in attractions. I’m really excited to see other projects like this emerge”
  – Antonio Giordano [36:11]

Nutmeg Approach

Nutmeg’s web app blends maps, chat, and curation to personalize on‑site journeys, surface relevant services, and answer visitor‑service questions (“Where’s the bathroom?”) in natural language. It enhances experiences when staff aren’t available, keeping context and accessibility front‑and‑center.

Takashi & Antonio’s Preferences and Technology

They champion LLM accessibility (from phones) and instant translation to reduce friction for multilingual audiences. Antonio’s advice: download leading models, ask exhibit‑specific questions, and learn by doing—then scale with Nutmeg to operationalize outcomes.

Improving Guest Experience

By combining personalization with AI chat, attractions serve tailored routes, timely offers, and deeper stories. This approach mirrors Sondra’s belief that technology should unobtrusively assist guests in the background, elevating satisfaction without adding friction.

Creating Memories and Guest-Centric Culture

Transparent storytelling (e.g., animal care, conservation) creates moments that resonate long after visits. AI extends the curator’s voice, inviting guests into the mission—turning a static day trip into belonging and support for the institution’s work.

Gatemaster’s Guests’ Appreciation and Value

Sondra underscores Gatemaster.com as the all‑in‑one backbone powering ticketing and operations to “run smarter, grow faster, and elevate guest satisfaction.” Their GT Summit invitation and advocacy for personalization reflect decades of leadership in the attractions industry.

Closing

Early adoption of AI mapping and translation can personalize visits, strengthen community, and scale the human touch—not replace it.

Connecting with the Speakers