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

Peppermill Resort Spa Casino reduces contact center calls by 92% with PolyAI

Peppermill Resort Spa Casino, a privately owned resort in Reno, Nevada, faced operational challenges due to its lean operating model and seasonal hiring struggles. These issues, combined with an outdated IVR system, led to missed calls and a suboptimal guest experience. To provide a modern and scalable customer experience, they partnered with vendor PolyAI to implement an AI-powered voice assistant.

The PolyAI agent was integrated with systems like HotSOS to understand caller intent, answer FAQs, and handle housekeeping requests and room reservations. This solution reduced contact center call volume by 92% and delivered a 187% return on investment on labor cost savings alone, allowing staff to focus on delivering a high-quality guest experience.

Peppermill Resort Spa Casino