Restaurant Chatbot helps Client Increase booking by 45%

Name: Innvonix Tech Solutions
Address: 5 Penn Plaza, Suite# 1918, New York, NY, 10001, US
Telephone: +1 929-399-3029

About Client

The client is a UK-based CTRM vendor (Central Telephone Reser- vations Management) dedicated to the hospitality industry. Client handles more than 5 million reservations for restaurants across the UK.

Client has a dedicated team of highly skilled and trained reservationists assigned to each restaurant to handle reservations.

Client uses IVR service to route the calls and queries to the reservation- is to appointed for particular restaurant chains. They also measure and monitor inbound call activity and provide analytical reports with details such as frequency of calls, booking demand, table optimization rates, and more.

challenges

Clients existing business model required a highly skilled workforce due to complete dependency on the reservationists' manual work. As the people could handle only a limited number of calls at a given time, business operations would take a hit during high-volume calls.

01

Customers had to face longer wait times of 6 to 8 minutes, resulting in poor customer experience.

02

This resulted in missed reservation opportunities during peak hours and the holiday season. It also proved to be a significant roadblock in scaling business operations and overall business growth.

03

Onboarding new restaurants also proved difficult due to challenges related to recruiting, training, and upskilling new reservationists for each restaurant.

Solution

Looking to automate and scale their operations, Client set out to search for a chatbot development partner. They partnered with Innvonix Tech Solutions to build an AI-based chatbot solution. The chatbot leverages the no-code chatbot platform WotNot, along with Natural Language Processing via Dialogflow, which helps understand contextual nuances and the different ways in which users frame queries.

The chatbot was further integrated with Favourite Table.

The AI chatbot takes care of the following things:

Checking Availability

Customers can now get a quick insight into the availability of restaurants at a given date/time, allowing them to plan well. The chatbot is well-integrated with the client's database to automatically update table availability and time-slots without manual intervention.

Make Reservations

Using the AI chatbot, customers can immediately make a reservation without the need to wait endlessly on long queues or calls.

Modify a Reservation

Customers get the ability to quickly modify their reservations without any hassle of communicating with agents.

Cancel Reservation

Customers can cancel their bookings through the chatbot. With the chatbot being integrated with the backend system, it easily enables the canceled tables to be termed available in the system instantly.

Confirm a Reservation

Customers get reminders via text or email to confirm the reservation on their said date, which can be allotted to another customer if unconfirmed.

Answer FAQs

The AI chatbot saves a lot of time by answering FAQs about different restaurants' timings, promotional offers, etc.

Menu Offerings

The AI chatbot also shows popular items on the menu according to the customer's past orders. This personalization of customer experience increased repeat business for our client by 55%.

Review & Feedback

The bot also collects feedback in a non-invasive manner. It urges the customer to rate the services in the chatbot interface itself, thereby making the process of feedback collection less intrusive and more intuitive.