case study details
The ABC Café Grew Bookings 15% and Reclaimed 20+ Staff Hours/Week With a 24/7 AI Voice Agent
By automating phone reservations, FAQs, and post-call summaries, ABC Café eliminated missed calls at peak hours, reduced manual workload, and delivered faster service—without hiring extra staff.
The Challenge
ABC Café’s phone rang nonstop during breakfast and dinner rush. With limited staff:
Calls were missed or put on hold for minutes.
Double bookings happened when notebooks and Google Calendar didn’t match.
Staff were distracted from customer service on the floor.
After hours, no one could take reservations or answer questions.
“We knew how many bookings we were losing—people told us they couldn’t get through.”
— Operations Manager
Primary Goal
The primary goal was to ensure every customer call was answered and converted into a smooth, error-free reservation experience—without increasing staffing needs. By automating call handling and centralizing bookings, the café aimed to boost efficiency, eliminate missed opportunities, and allow staff to focus more on delivering great in-house service.
Key Objectives:
Capture and respond to every inbound call—including after-hours—to avoid missed bookings.
Automate reservations with complete customer details (party size, date/time, special notes) and eliminate manual errors.
Centralize bookings into one reliable system (Google Calendar + POS) to maintain accurate, real-time availability.
The Solution
To resolve the café’s increasing call volume and reservation challenges, we implemented an AI Voice Agent fully integrated into their GoHighLevel (GHL) ecosystem. The AI Voice Agent now answers every call—day or night—with a natural, human-like tone, ensuring customers receive immediate assistance without being placed on hold or waiting for staff availability. Whether someone calls to book a table, check today’s specials, ask about vegan options, or get directions, the AI understands the intent and responds accurately.
The reservation process was fully automated inside GHL, enabling the AI to capture complete booking details including date, time, party size, and any special requests. Instead of handwritten notes or scattered systems, all reservation data flows directly into the café’s GHL Calendar. This ensures a single source of truth for availability and prevents double-bookings or missed entries. When a customer selects a time slot that’s full, the AI intelligently checks availability and offers the closest alternative—improving conversion rates and guest satisfaction.
To minimize friction and boost professionalism, the AI also sends automated SMS confirmations via GHL with modify/cancel links, reducing no-shows and inbound follow-up calls. For internal operations, every reservation triggers an instant GHL Workflow that sends a summary to the café team through SMS or Slack—allowing staff to stay informed without ever needing to pick up the phone. The result is a seamless reservation experience powered end-to-end by GHL, giving staff more time to focus on guests inside the café while ensuring customers always feel attended to.
“AI Employee made it easy for our customers to book anytime—even after hours.It’s like having a receptionist who never sleeps.”
— Alan Scott, Marketing Head
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