032: Conversations featuring Brian Jeppesen, Fertitta Entertainment

Deep Learning with PolyAI

05/02/24 • 23 min

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Damien welcomes Fertitta Entertainment's contact center director Brian Jeppesen to the pod to discuss Brian's long career in customer service, the nuances of the casino-hoteling industry, and why roadblocking by IVR is an outdated approach.
Introducing: Conversations - a collection of provocative chats with the next generation of CX leaders.
Read Brian's recent blog here.

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05/02/24 • 23 min

Deep Learning with PolyAI - 032: Conversations featuring Brian Jeppesen, Fertitta Entertainment

Transcript

Damien00:00:00.650

I think the technology is going to get so good that I believe it can do most things that agent can do. Again, it's just adoption from the public to trust that it can you know, I've seen studies that say 70 to 80 percent of people would rather speak to a live agent But a hundred percent of the people would rather just get their issue taken care of as quickly as possible

Damien00:00:28.839

Hello friends and welcome to a

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