Golden Nugget leverages Cendyn Call Center and AI-powered voice assistant to automate 34% of hotel reservation calls
THE CHALLENGE
Golden Nugget was looking for a complete solution to meet the overwhelming reservations demand coming through on the phone. Without the staff to handle the influx, they needed a way to automate the call booking process without compromising on the guest experience.
With 87% of these calls fully automated, Golden Nugget was confident that the combination of Cendyn’s web application and PolyAI voice assistant could handle their most complex call type – reservations.
Although online booking is available, 70% of Golden Nugget hotel room reservations are made over the phone. Each reservation takes around 4-5 minutes and requires:
- Loyalty member or guest details
- Room type
- Dates
- Number of people
- Deposit
THE SOLUTION
The combination of PolyAI and Cendyn was selected by Golden Nugget for its human-like voice assistant and seamless, integrated reservation technology. While the AI was not designed to replace their call center or PBX teams entirely, it significantly reduced the volume of reps needed and wait time for guests and allowed those employees to give their full attention to more complex reservations or other operational needs while the voice assistant answered questions about when the pool opens, restaurant hours and so on.
Reservation calls are complex with broad variability, with 15 different room types available, different levels of loyalty club membership, and availability. The voice assistant guides customers through the booking process in a way that feels natural and friendly but still follows business logic.
“It’s a great experience. It doesn’t have a bad day, it shows up to work every day, 24/7. I wish I could hire more agents that were that nice!”
— Brian Jeppesen, Director, Contact Center Operations, Golden Nugget
THE RESULTS
The voice assistant currently handles 34% of all calls to the Golden Nugget central reservations line. This is equivalent of 3 days of agent time per week. Within just two months of launch, the voice assistant already averages over 300 completed reservations per week, which includes taking secure payment details over the phone.
PolyAI’s team of dialogue scientists, linguists and software engineers continue to work with Golden Nugget to execute on a roadmap of continuous improvement initiatives. These includes features such as negotiating ideas with a caller depending on a combination room availability and personalized offers, or incorporating offer codes from email marketing campaigns.
Golden Nugget
About
Golden Nugget Hotels & Casinos is an American chain of luxury hotels and casinos. It currently operates five casino resorts in Nevada, Louisiana, New Jersey, and Mississippi. It also operates the #1 NJ online casino and offers progressive online slots, online blackjack, roulette, live dealer casino, video poker, keno and an online Sportsbook.
