Motivation
Bookline was created to address the issue of lengthy wait times and unanswered phone calls in the restaurant industry. Often, when trying to make a reservation, it can be difficult to reach someone by phone, particularly during busy hours. To tackle this problem, a voice assistant was designed to handle incoming calls and provide prompt responses.
Goal
The objective is to ensure that no customers are left unanswered, for the following reasons:
- To avoid losing reservations, which can result in a decrease in revenue.
- To automate call handling, freeing up workers to focus on other value-added tasks and optimizing resource allocation.
- To enhance the restaurant’s image by providing 24/7 customer support, even if there are no available bookings.
Technology Solution
Bookline is a voice assistant designed to automate customer care in the restaurant industry. Similar to voice assistants like Siri or Alexa, Bookline is an artificial intelligence solution that can answer questions and perform actions in natural language, just like a human would. Since its inception, Bookline has successfully handled over 3 million calls and offers more than 250 configurable settings that allow customers to customize their call experience to the last detail. It is available in five languages: Catalan, Spanish, English, French, and German.
Business Model
Bookline operates on a Software as a Service (SaaS) model, with a monthly flat rate fee. Customizable packages are available depending on the level of individualization required by each restaurant.
Results
Bookline has automated 85-90% of reservation calls, resulting in a significant boost to employee productivity by 30%. As a result, 1 in 4 restaurants has increased their turnover by 12-15% on reservations that would have potentially been lost due to missed calls or off-call times.
Current status
Bookline is currently operating in over 350 locations throughout Spain, with a strong presence in major urban centers like Barcelona and Madrid. One of Bookline’s most prominent clients in Barcelona is Tunateca. In their case, the assistant handles calls only when their team is unable to answer them in a timely manner, ensuring excellent customer service. Bookline is expanding rapidly and not only serves the restaurant industry but has also begun to work with other sectors such as health, mobility, retail and sports.