Case Study: Peppermill Resort Spa Casino achieves 187% ROI on labor cost savings with PolyAI

How Peppermill Resort Spa Casino achieved 187% ROI on labor cost savings with PolyAI

Peppermill Resort Spa Casino, a privately owned resort company in Reno, Nevada, needed a better way to handle seasonal demand, staff shortages, abandoned calls, and outdated IVR experiences across its properties. To address these challenges, the company turned to PolyAI and its AI voice agent to improve call handling and guest self-service, including intelligent call routing, FAQs, room reservation support, and housekeeping requests.

PolyAI implemented an AI agent integrated with systems like Mitel, HotSOS, and Agilisys to answer guest questions, manage reservation changes, and record housekeeping requests 24/7. The results were strong: the agent now handles 10–15k calls per month across five properties, reduced contact center call volume by 92%, and delivered a 187% ROI on labor cost savings alone.

Peppermill Resort Spa Casino

Patrick Flynn

Director of Sales