Editorial
Customer Experience
How to Use AI to Actually Reduce Customer Effort
Brian Jeppesen is the Director of Contact Centers for Fertitta Entertainment, which includes over 600 Landry’s Restaurant brands, Golden Nugget Hotels and Casinos and the Houston Rockets of the NBA.
Brian has over 30 years experience in the contact center industry, both internal contact centers and as a VP of operations in BPO contact centers, leading up to 2,500 agents both domestically and internationally.
He has been in his current role for the past 11 years and has been instrumental in deploying Conversational AI Voice Assistants throughout the Golden Nugget properties, helping to drive a better customer experience, and reducing costs.
Brian is a Member of the Board of Directors for the Contact Center AI Association and recent recipient of 2 Frost & Sullivan awards for Innovation and Deployment of AI in the contact center space.