Case Study: UK Pub Restaurant Chain automates 70% of guest calls with PolyAI

How a UK pub restaurant chain automates 70% of guest phone calls

UK Pub Restaurant Chain worked with **PolyAI** to tackle a major call-handling problem across its 140 UK restaurants. During busy service periods, staff were too focused on guests in the venue to answer the phone, and around 30% of calls were missed, creating lost booking opportunities and revenue. The chain needed a more cost-effective way to capture every reservation request without hiring dedicated phone staff.

**PolyAI** implemented a customer-led voice assistant that could take, edit, and cancel reservations, answer FAQs, and handle calls 24/7/365. The assistant was rolled out from six sites to 140 and used PolyAI’s spoken language understanding to handle regional accents and free-form requests. As a result, 70% of calls were fully handled by the assistant, missed reservations were recovered, and the chain gained structured customer insight to improve booking capacity and drive additional revenue.