Brian, you love football, good customer support, and beer. We want you spending more time on that and less time chasing the work your current tools already heard but did not turn into fixes.
Brian Jeppesen / Director, Contact Center Operations / Fertitta Entertainment
You already have a vendor and you have used it for years. The useful layer is not another bot. It is the operating system that can read approved conversation exports across Landry's, Golden Nugget, and the Rockets, then tells your team what to fix.
Two things about us
We are a small AI automation services company with a US-based delivery team. We like building relationships in person, and we will fly to you when that helps get the workflow set up right.
Our founders are ex-Google, Meta, and Snowflake engineers who spent over 10 years building AI and data products used by millions. We start with a 14-day free engagement. If we do a good job, all we ask is a good word.
What we noticed before the call
The work is not replacing your assistant. It is turning the conversations it already handles into root cause, queue design, and SOP changes.
Your reply said you have used this type of platform for more than five years and are not looking for another vendor. That objection is reasonable, so the page does not ask you to replace it.
src / provided research brief / prior InMail replyRestaurants, casinos, and an NBA franchise create very different contact reasons. A blended score can hide the handoff or policy step that caused the pain.
src / provided research brief / Fertitta business linesThe useful question is not whether a call was answered. It is whether the customer could get the thing done without friction, repeat contact, or a dead-end transfer.
src / provided research brief / KPI Podcast themesThree workflow opportunities
Each workflow starts read-only. OpenNash reads what already happened, ranks the fix, and gives the team a controlled path to act.
maps to OpenNash Workflow Automation
| Before | Dashboard metrics show volume, handle time, or CSAT, but the repeated reasons remain buried in transcripts. |
| Agent role | Reads call transcripts, clusters repeat reasons by business line, and produces a ranked list of failure points. |
| Human review | Your ops lead validates the top categories before any SOP change is suggested. |
| Measured | Repeat contact rate, avoidable transfers, and top reasons by brand. |
maps to OpenNash Executive AI Stack
| Before | A blended score says satisfaction moved. It does not say which policy phrase, data gap, or handoff caused it. |
| Agent role | Pairs sentiment change with transcript moments and gives your team the exact call path that changed the customer mood. |
| Human review | QA reviews examples before the trend becomes an executive briefing. |
| Measured | Sentiment breakpoints, policy friction, and revenue-sensitive handoffs. |
maps to OpenNash Revenue Ops
| Before | Teams know certain calls feel bad, but fixes compete with daily floor work and do not get shipped. |
| Agent role | Drafts the script change, supporting examples, risk note, and before-after test case for each high-value fix. |
| Human review | You choose which fixes go to supervisors or vendor admins. |
| Measured | Approved fixes shipped per week and impact on repeat contact. |
What ships
Where transcripts, tags, QA scores, and outcomes can be read without touching live call flow.
A living list of call reasons, handoff points, and repeat drivers by Fertitta business line.
A weekly report that names the few fixes worth manager attention.
Plain-language changes with examples and regression checks.
Every finding links back to source calls and review decisions.
Fifteen minutes to decide if the signal is worth continuing.
Pilot terms
No rip-and-replace. No new voice vendor to manage. No change to live call flow during the first pass.
We get read-only access to a slice of conversation data through the systems you approve. We return the call types worth attention, the reason satisfaction slips, and the specific fixes that should be tested.
The service is useful only if it reduces real work for your team. If the first pass does not produce a signal you would act on, you keep the findings and walk away. The terms shown here are standard OpenNash pilot terms.
We will show the first signal report we would build for Fertitta and how it stays on top of your current assistant instead of replacing it.