Case Study: Golden Nugget automates hotel reservations with PolyAI voice AI

How Golden Nugget automates 34% of hotel reservation calls with call center voice AI

Golden Nugget, a luxury hotel and casino chain operated by Landry’s Hospitality, was facing increased call volume, reduced staffing, and the challenge of handling calls to its PBX operators. To help manage high-demand reservation traffic, Golden Nugget turned to PolyAI’s call center voice AI for hotel reservations and customer service.

PolyAI implemented a voice assistant that could handle complex room reservations and common guest questions through natural, free-flowing conversations, including secure payment collection. The solution now handles 34% of all calls to Golden Nugget’s central reservations line, automates 87% of those calls fully, and delivers the equivalent of 3 days of agent time per week; it also averaged more than 300 completed reservations per week and helped one hotel take 3,000 reservations in a month, generating $600,000 in revenue.

Golden Nugget

Brian Jeppesen

Director of Contact Center Operations