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.
THE CALLS TOLD US WHAT TO BUILD
Some of the most useful changes did not come from a feature request — they came from reviewing real Richmond calls and noticing where they stalled, where they dropped, and where an order was clearly intended but did not land cleanly.
Idle nudges
When a caller goes quiet, the AI generates a short, contextual nudge instead of letting the conversation stall — built from watching where real calls lost momentum.
Anonymous callers, handled on purpose
Calls from blocked or anonymous numbers get their own path: a clear message and a deliberate transfer rule, with sensitive details masked, so an anonymous caller is a decision, not an edge case.
Off-hours and smart transfers
Live-agent transfer stays available even outside business hours, and auto-transfer rules account for closing time and recent orders, so the call goes to a person at the moments that matter.
Order recovery when intent is clear
When a call ends with a clear order that did not land cleanly, a recovery process reconstructs the cart from the call's audio, so a detected order does not quietly disappear.
Conversations kept moving with contextual idle nudges
Anonymous callers routed deliberately, with details masked
Live-agent transfer available off-hours and around closing time
Orders reconstructed from audio when intent was detected
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.
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.
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.
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.