Episode 4: How Landry's uses conversational AI to improve customer experience, with Brian Jeppesen

CX, AI, and Outsourcing

John Walter에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 John Walter 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

1y ago 32:57

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Brian Jeppesen is the Director of Contact Center Operations at Landry's, a restaurant, hotel, and casino conglomerate that includes more than 600 locations represented under dozens of brands. To see the full list of brands, check out the corporate website here: https://www.landrysinc.com/brand-listing?distance=10&id=aae607c0a32b4884950681164dc8cab4
In 2020, Landry's faced surging demand from customers when COVID-19 restrictions were lifted. At the same time, a labor shortage made it difficult to recruit sufficient staff to handle all inbound calls. As abandonment rates began to skyrocket, Brian turned to Conversational AI (CAI) for help.

In this episode we talk about:

The main factors that caused Landry's to choose PolyAI as its CAI provider;
Landry's use-cases and containment rate with CAI;
How CAI helped cut attrition in half in Landry's call center; and
Future uses of CAI in the customer support industry.

To learn more about Brian Jeppesen, follow him on LinkedIn at: https://www.linkedin.com/in/brian-jeppesen

To learn more about John Walter, follow him on LinkedIn at: https://www.linkedin.com/in/jowalter/

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