Peppermill Resort Spa Casino is a privately owned resort company headquartered in Reno, Nevada. The company owns several notable properties, including the Peppermill Resort Spa Casino in Reno, which offers over 1,600 rooms, a large casino, a variety of restaurants, and a full-service spa. As well as Reno, Peppermill Casinos operates across northern and southern Nevada, including a restaurant on the iconic Las Vegas Strip. These properties collectively offer a diverse range of gaming, dining, and entertainment options throughout the state.
Challenges
Provide a modern and engaging customer experience that can scale during peak season.
Solution
An AI agent that understands caller intent, empowers guests to manage their reservations and answers hundreds of FAQs to alleviate call volume.
Result
PolyAI’s agent answers FAQs, reduces contact center call volume by 92% and provides a 187% ROI on labor cost savings alone.
Challenge
Peppermill Resort Spa Casino faced several operational challenges that hindered their ability to provide exceptional guest experiences and maintain efficient operations.One of the primary obstacles was their lean operating model, which made it difficult to find, hire, and retain staff while keeping costs down. Seasonal hiring struggles further exacerbated this problem, requiring the company to ramp up and down staff for peak seasons without compromising service. This inefficient employment model caused issues for the company’s bottom line.
Additionally, Peppermill experienced missed opportunities due to abandoned calls and a lack of availability, which negatively impacted guest loyalty and repeat visits.
Guests also struggled with outdated IVR systems, leading to frustration and a suboptimal experience. These challenges collectively created a need for a more efficient and guest-centric solution to enhance their operations and customer service.
“We’ve been incredibly impressed with the AI-powered voice assistants developed by PolyAI. Their ability to understand natural language, even when customers aren’t speaking perfectly clearly, is truly remarkable”
Solution
To address these challenges, Peppermill Resort Spa Casino implemented PolyAI to streamline operations, elevate customer experiences, and drive sustainable growth. The AI agent scales up and down to meet demand, relieving Peppermill’s headache of hiring additional staff during peak season. The AI agent also integrates with HotSOS, a workforce management platform that assists hotels and resorts in streamlining their workflow operations.
With this integration, PolyAI could answer and record housekeeping requests, meaning Peppermill didn’t need to hire additional employees to answer these routine requests or additional FAQs. Instead, staff can focus on delivering a high quality and welcoming experience for guests
Additionally, guests can use the AI agent to manage their reservations 24/7/365. With this capability, guests are empowered with greater self-service freedom, employee administrative strain is reduced, and no revenue opportunities are lost due to missed calls.
Results
ROI on labor cost savings
Contact center call reduction
Housekeeping success rate
The implementation of PolyAI has driven significant outcomes for Peppermill Resort Spa Casino. The AI agent has been successfully deployed across five properties and handles 10-15k calls per month, with that number increasing during peak season.
Guests are able to successfully self-serve numerous requests including room confirmations and cancellations, FAQs and housekeeping, generating an impressive 187% return on investment on labor cost savings alone. Additionally, by deploying PolyAI, Peppermill Resort Spa Casino have reduced contact center call rates by 92%.
"PolyAI’s voice assistants have been instrumental in handling routine inquiries and automating tasks, allowing our human agents to focus on more complex issues. This has improved our efficiency and led to increased customer satisfaction thanks to the quick and accurate responses provided."
Future Plans
By partnering with PolyAI, Peppermill Resort Spa Casino have relieved the challenges they set out to solve. Their seasonal hiring struggles have been significantly reduced and they’re able to continue their lean operating model, all without compromising on guest experience. But this was just phase one.
Future plans include further integrations to allow greater automation, including the full room reservation process, as well as implementing Spanish and multichannel support for greater guest accessibility.
“Knowing that PolyAI is dedicated to continued improvement gives us confidence that our investment will continue to deliver value. We wholeheartedly recommend PolyAI to any business looking to revolutionize their customer service with intelligent and effective AI-powered voice assistants.”
