In this episode of the ‘Deep Learning with Poly AI’ podcast, host Damien chats with Brian Jeppesen from Fertitta Entertainment about his extensive journey and experiences within the contact center industry. Brian discusses his career progression from an agent to his current role, where he led the development of a call center for Fertitta Entertainment, supporting several brands under the conglomerate.

Brian shares the unique challenges and opportunities faced by the contact center in the hospitality and entertainment sectors, highlighting the impact of COVID-19 on staffing and the eventual shift towards automation to improve customer service efficiency. Brian shares insights into the benefits of AI and automation, not only in handling a significant volume of calls but also in enhancing the guest experience and agent productivity.