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Golden Nugget partners with PCI Pal® to Improve Payment Experience with Conversational AI

Golden Nugget, a chain of Luxury hotels and casinos, has partnered with PCI Pal to Improve their Payment Experience with Conversational AI

PCI Pal® (LON: PCIP), the global provider of secure payment solutions announces its latest deployment with well known hotel and casino chain, Golden Nugget, from Landry’s Inc. to create an easier, faster and more secure payment experience for customers.

Following the COVID-19 pandemic, Golden Nugget was experiencing challenges with hiring new staff. To keep up with seasonal demand, it was essential that its call centers had extra support. In looking at potential solutions, voice AI emerged as a viable option to help solve this problem.

“I realized I wasn’t able to hire the people I needed. I had to find a way of handling calls and taking payments in a PCI compliant way, without a live agent,” said Brian Jeppesen, Director of Contact Center Operations, Landry’s Inc

Golden Nugget first partnered with enterprise voice assistant provider, PolyAI, to implement a customer-led voice assistant that met the needs of the business. Knowing that security and payments were an important aspect of this new engagement, PolyAI chose to partner with  PCI Pal to integrate a secure payment option into their voice assistant.

Working with PolyAI and PCI Pal was a comprehensive and easy way for Golden Nugget to quickly begin taking payments using conversational AI – meaning a 30% decrease in agent utilization and reducing the average handling time by as much as 45 seconds.

This is the latest example of PCI Pal’s conversational AI integration improving merchants’ and customers’ payment and security experience.

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