A case study on how Brian Jeppesen and Landry’s restaurants automated upward of 85% of calls using AI.
The VoiceLunch Foundation is taking donations to help support the voice lunch and voice technology community in Ukraine. VUX World has, of course, donated. I plead with you to donate too.
Presented by Deepgram and Symbl.ai
Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advantage means you don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit:
See how easy it is to add simple but powerful call coaching and call tracking functionality to your customer experience solutions with Symbl.ai’s customizable Conversation Intelligence APIs. From calls to videos to text conversations — apply best in class contextual AI in no time by getting started for free.
Making up for lost revenue and recruitment challenges
The pandemic took its toll on many industries, not least hospitality. With venues closing and staff shortages, simply getting by has been a challenge. Now that we’re coming out of the pandemic, learn how the hospitality industry is turning to AI solutions to make up for lost revenue.
We’re joined by Brian Jeppesen, Director, Contact Centre Operations, Landry’s Restaurants, to discuss how an AI-enabled call centre has enabled Landry’s to bounce back stronger than ever, dealing with the chronic recruitment challenges and turning to AI as a way to scale and improve customer experience.
00:00 Intro and welcome Deepgram and Symbl.ai
Sign up to ‘The end of “Can you repeat that?”‘ webinar
Sign up to ‘The Easy Way to Integrate Voicebots with Your Customer Service Solution’ webinar
03:30 About Brian Jeppesen and Landry’s Restaurants
06:40 The need for AI
07:50 Challenges reopening after COVID
10:30 Lost revenue in the call centre
12:50 AI use case identification
15:00 AI vendor selection process
18:10 Qualities of customer experience
19:20 Thoughts on the big players
22:10 Stakeholder buy-in
22:55 Integrating into line of business systems
25:00 Internal resource requirements
31:00 Success metrics
33:00 Impact on call centre KPIs
35:00 Revenue producing calls
36:00 Beyond cost savings
39:00 AI pricing
40:35 Advanced AI use cases
42:30 AI-first companies
46:50 Ongoing resource requirements
50:40 Advice for contact centre leaders