VoiceLive

Every venue's phone, answered day and night

Nightcap · UK bar and hospitality group · 40+ venues

An AI voice agent answers the phone at every Nightcap venue, takes bookings straight into the booking system, sends deposit links by text and puts callers through to a manager when a person is needed.

Live. In production since May 2025.

Friends raising drinks at a busy cocktail bar
40+venues, each with its own agent
24/7answering, including peak service
4,708booking-system actions in 14 days
May 2025in production since
The challenge

Nightcap, a multi-venue bar group, was losing calls at exactly the moments that matter: Friday and Saturday service, when staff are on the floor and the phone rings out.

Each venue has its own number, its own booking types, its own brunch and area rules, and runs on one of two booking platforms. Any answer had to respect all of that, venue by venue.

What we built
  • A voice agent per venue that checks live availability and creates drinks, area and brunch bookings directly in the group's existing booking platforms.
  • Amendments and cancellations by booking reference or phone number, plus answers on opening times, dress code, lost property and running late, from each venue's own knowledge base.
  • Deposit and pre-order links sent by text in the venue's own name, with a confirmation once the booking is secured.
  • A warm hand-off: callers who need a person are put through to a manager, who hears a short spoken briefing first. Large bookings and corporate enquiries go to their own lines.
Inside the system
Phone showing a deposit-link text and a booking confirmation from a cocktail bar
The text a guest receives after booking by phone: a deposit link in the venue's name, then a confirmation.
Dashboard with call totals, a stacked bar chart of call outcomes and a table of venues
Illustrative view of the operations dashboard: every venue's calls, outcomes and grading on one screen.

Screens recreated with sample data. No customer information is shown.

What changed

Live across 40+ venues, and handling real booking traffic every day: 4,708 actions against the booking systems in one 14-day window.

Every call is graded automatically after it ends, and regular reviews of real calls feed straight back into the agents. Fixes are rolled out to every venue in a single morning.

What's next

Separate transfer lines for each region, so a manager is only ever connected to their own venues' callers.

Built with
  • AI voice agents
  • Booking platform APIs
  • SMS with per-venue sender IDs
  • Call transfer and whisper
  • Venue knowledge bases

Want something like this in your business?

Tell us where the time goes. We will show you what we would build, and what it would take.

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