Success story · Astún ski resort

Nieves · Astún

−60%

reduction in customer service waiting time.

Case summary

Nieves, Astún's AI virtual assistant, is the first avatar of a Pyrenean ski resort, available 24 hours a day and multilingual.

Astún is one of the leading ski resorts in the Aragonese Pyrenees and, together with Candanchú, forms the most international ski area in Huesca, with more than 400,000 skiers a year. In 2025, the resort launched an ambitious pioneering digital transformation project, funded by the European Union-NextGenerationEU and supported by the Ministry of Industry, to become the first smart resort in the Pyrenees. In collaboration with ZZ Labs, which provides the Business Intelligence platform, the resort has developed Nieves, an Artificial Intelligence avatar designed to accompany skiers at every moment of their experience.

Client

Astún ski resort

Sector

Tourism

400k

Skiers at Astún-Candanchú

50km

Of ski slopes

-60%

Less waiting in customer service

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01 The challenge

Reinventing customer service on the mountain.

The snow tourism sector concentrates in its resorts an intense, seasonal flow of skiers with specific operational needs: real-time information on the snow report, the status of slopes and lifts, available services, weather conditions and timetables. Handling them through traditional customer service channels —phone, desk, social media— creates saturation peaks during the season months and makes it hard to offer an agile, continuous, multilingual response. Astún needed a scalable solution capable of accompanying skiers before, during and after the day, easing pressure on traditional channels and raising the level of service.

02 The solution

An AI virtual assistant for the whole experience.

The solution is Nieves, an Artificial Intelligence avatar designed to accompany skiers at every moment of their experience at the resort. Nieves provides information on opening dates, the snow report, services, ski passes, timetables and weather; guides visitors within the resort; offers real-time data on open lifts and slopes; and suggests après-ski activities. It's natural and conversational to use, available 24 hours a day, in several languages and accessible from Astún's official website. As well as improving the user experience, Nieves gathers data that lets Astún optimise services and anticipate needs every season.

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Nieves · Astún

Nieves, Astún's AI virtual assistant, is the first avatar of a Pyrenean ski resort, available 24 hours a day and multilingual.

Reinventing customer service on the mountain.

An AI virtual assistant for the whole experience.

Beyond this case.

Tourism