Case Study — Hospitality / Voice AI
Independent café bistro and premium catering firm near Aberdeen, UK, with a front-of-house team under 15 people. We deployed inbound and outbound AI voice agents integrated with their CRM, Google Calendar, and Gmail to automate table bookings and catering lead qualification — without adding headcount.
The Problem
The Solution
AI answers every inbound call instantly, handling FAQs about hours, parking, menus, and dietary accommodations without human involvement.
For reservation requests, the AI checks live table availability and books directly via webhook — no hold music, no callbacks.
When a catering inquiry form is submitted on the website, the AI calls the prospect back within 60 seconds.
The AI runs a structured qualification interview: guest count, preferred date, budget range, and dietary requirements.
Qualified catering leads get a consultation slot booked directly on the Head Chef's Google Calendar — the AI negotiates timing in real time.
An automated Gmail confirmation and calendar invite are sent to the prospect instantly after booking.
Full call transcript and a structured summary are logged to the CRM, giving the team complete context before any meeting.
Complex or sensitive requests trigger a live warm transfer to a human supervisor — the AI knows when to hand off.
The Results
Increase in captured peak-hour reservations
Drop in front-of-house admin phone time
Inbound call coverage, 24/7
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