CATERING CALLS THAT DO NOT GET DROPPED
Omaha takes a steady stream of catering and advance-order calls — the kind that do not fit a place-it-now ordering flow. We worked with Srinivas to build scheduling that respects real store hours and a clean handoff for catering.
NOT EVERY ORDER IS FOR RIGHT NOW
A lot of Omaha's phone volume is forward-looking: a party order for Saturday, a pickup scheduled around a workday, a catering request that needs a real conversation. A simple take-the-order-now flow drops all of it.
Catering goes to a person
When the AI hears a catering request, it confirms that is what the caller means and hands the call to staff — catering is a relationship, not a transaction. The handoff was shaped around how Omaha's callers actually ask for catering.
Scheduled orders that respect the kitchen
For non-catering future orders, the AI captures a pickup date and time and validates it against the location's real operating hours, including holiday overrides and timezone handling, so it never promises a slot the kitchen cannot serve.
Built around Omaha's call patterns
Future orders are a per-location capability, toggled and tuned for Omaha. The greeting, the questions, and the handoff rules were all shaped around the way this location actually runs.
Catering calls reach a person instead of a generic order flow
Scheduled orders validated against real store hours and holidays
Future-order behavior configurable per location
Conversation patterns documented and tuned to Omaha's callers
THIS IS ONE LOCATION IN A CHAIN-WIDE ROLLOUT
Read the chain-wide overview to see the full rollout, then compare this location with the other two stories.
ONE CHAIN, ONE PROBLEM: THE RUSH
Across the chain, every location hit the same wall — the busiest hours were the ones losing the most orders. A phone that rings out during a dinner rush is a ticket that walked. AI Voice HQ rolled out across the chain, and three of its locations show three different ways we solved it.
A MENU BUILT ON COMBOS AND SPECIALS
St. Louis's menu runs on deals — combos, single-choice specials, spice-required items. We worked with Susheel to make sure loose items get recognized as the right deal and priced correctly.
TUNED BY THE CALLS THEMSELVES
Richmond's setup came from listening — to idle moments, to anonymous callers, to orders that almost did not make it. We worked with Ram to adjust the system based on what real callers were actually doing.
WANT THIS FOR YOUR MENU?
Book a meeting and we will walk through how AI Voice HQ would handle your menu, phone flow, and handoff rules.