Case Study: Hawksmoor achieves zero missed calls and 80,000 covers booked with PolyAI

Hawksmoor cuts missed calls to zero and books 80,000 covers with PolyAI

Hawksmoor, a celebrated British restaurant group, was missing approximately 42,000 calls annually, representing 20% of their total call volume. Their staff was overwhelmed during peak hours, leaving calls unanswered and providing no visibility into caller needs. To solve this, they turned to the vendor PolyAI for a voice AI solution.

PolyAI implemented an always-on voice agent that integrated directly with OpenTable, answering every call across all 14 restaurants. The solution booked 80,000 covers, reduced the missed call rate from 20% to zero, and generated £1.6 million in revenue. The conversion rate through the PolyAI agent was 11-12%, outperforming the previous in-house rate.

Hawksmoor