HawksmoorUnited Kingdom · HospitalityHawksmoor reduced missed calls from about 20% to zero and booked 80,000 covers with voice AI.
Hawksmoor connected a conversational voice agent to OpenTable across its restaurant sites so callers could receive live availability, book and get answers outside opening hours.
Voice AI success storyHawksmoorMissed calls moved from about 20% to zeroWhat Hawksmoor needed to change.
Busy restaurant teams could not answer every call during service, leaving roughly one in five calls unanswered. The lost demand included reservation requests that could have been converted if live availability remained accessible.
How Hawksmoor put conversational AI into the customer journey.
Hawksmoor connected a conversational voice agent to OpenTable across its restaurant sites so callers could receive live availability, book and get answers outside opening hours.
The system handles reservations and common questions while restaurant teams remain focused on guests and service.
The human team kept the work that required judgement.
Restaurant teams stayed focused on hospitality inside the venue, while people remained available for unusual requests and service recovery. The voice Agent handled the repeatable reservation journey against live booking data.
Missed calls moved from about 20% to zero.
PolyAI reports that the missed call rate moved from about 20% to zero and that the agent booked 80,000 covers following the reported rollout.
What another service business can learn from Hawksmoor.
An always available answer is most useful when it connects directly to live inventory. Voice AI became part of the reservation operation rather than another channel that created work for the next shift.
This example shows how voice AI and conversational AI can support a real customer journey. Every business should still establish its own baseline, operating boundaries and commercial case before implementation.