Launched a natural voice reservation agent for a hospitality group to answer calls, manage table availability, and reduce front-of-house interruptions.
Challenge
A restaurant group was missing reservation calls during service rushes. Staff were answering questions about menus, allergies, parking, events, table availability, and opening times while also serving guests in person. No-shows were high because confirmation workflows were inconsistent.
Workflow approach
We built a phone agent integrated with the reservation platform. It answers restaurant-specific FAQs, checks availability, books tables, manages waitlist requests, captures special occasions and dietary notes, and sends confirmation or reminder messages. Large-party and private-event calls are routed to the events manager with all conversation context attached.
Observed outcome
The agent handled 79% of inbound call volume, reduced no-shows by 31% through automated confirmations, and gave the front-of-house team uninterrupted time with in-person guests. The group also captured more private-event leads because callers received an immediate response after hours.
Outcome metrics
- Calls handled by AI
- 79%
- Fewer no-shows
- 31%
- Caller satisfaction
- 4.7/5
- Booking coverage
- 24/7
Systems involved
- VAPI
- GPT-4o
- OpenTable API
- Twilio SMS
- Airtable
- n8n