Case Study: Golden Nugget automates 34% of hotel reservation calls with PolyAI voice AI

Golden Nugget automates 34% of hotel reservation calls with PolyAI

Golden Nugget, a luxury hotel and casino chain, faced a challenge with increased call volume and reduced staff, particularly for handling complex hotel reservation and PBX calls. They partnered with voice AI vendor PolyAI to implement a call center voice assistant to automate the booking process without compromising the guest experience.

PolyAI's solution was a voice assistant capable of handling natural conversations to take room reservations, including securing payment details. This resulted in 34% of all calls being fully automated, which generated significant revenue; for one hotel, the assistant took 3,000 reservations in a single month, equating to $600,000. The implementation freed up agent time and provided 24/7 service for guests.

Golden Nugget