Case History on Building a Smart AI Strategy & Roadmap

Moderator:
Brian Jeppesen
Director, Contact Center Operations
Fertitta Entertainment

Abstract:
Discover how focusing on the “why” behind AI adoption can drive measurable improvements in customer experience and operational efficiency. Learn actionable strategies to reduce customer effort, boost loyalty, and deliver tangible business results through AI-powered solutions.

Key Takeaways:

• Identify high-effort customer and agent processes to target for AI-driven improvement
• Implement conversational AI to automate simple, high-volume interactions and reduce wait times
• Evaluate and track ROI by measuring reductions in abandonment rates, operational costs, and increases in customer satisfaction