Case Study: Largest Global Hospitality and Entertainment Company eliminates hold times with SmartAction's AI-Powered Virtual Agent

Largest Global Hospitality and Entertainment Company - Customer Case Study

Largest Global Hospitality and Entertainment Company, one of the largest casino operators in Las Vegas, was struggling with rising inbound call volumes, excessive hold times, and agents spending too much time on non-revenue-generating routing calls. The company needed a way to route customers to the right destination across dozens of hotels and casinos while protecting customer experience. SmartAction helped address this challenge with an AI-powered virtual agent.

SmartAction implemented an Intelligent Front Door virtual agent that greets callers, identifies where they need to go, and routes them to the correct destination. The solution went live in just 7 weeks and achieved a 95% correct-routing rate, eliminated hold times, and reduced agent handle time by more than 600,000 minutes per year.