Case Study: Golden Nugget achieves 87% call containment with PolyAI

How Landry’s Golden Nugget Hotels & Casinos Deployed a Voice Assistant with 87% Containment on Day 1

Golden Nugget, a hotel and casino chain owned by Landry's, faced a challenge handling a high volume of incoming calls due to seasonal spikes and hiring difficulties. They needed a way to manage calls without agent intervention while delivering a great customer experience and reducing call handling time. The company turned to vendor PolyAI to implement a voice assistant solution.

PolyAI deployed its voice assistant in just four weeks, a solution capable of understanding complex, natural language queries and accurately recognizing staff names for call routing. The implementation was a significant success, achieving an 87% call containment rate from its first day of operation. This greatly reduced the burden on human agents and provided a consistent, high-quality experience for callers.

Golden Nugget

Brian Jeppesen

Director of Contact Center Operations