- Platform
- Voice AI SaaS
- Duration
- 16 weeks
- Industry
- Hospitality / AI
- Read time
- 4 min read
Every hospitality operator knows the pattern: a ringing phone during the dinner rush, staff pulled from the floor to answer the same question for the seventh time that day.
The calls do not stop being expensive just because headcount is frozen. They pile up. Some go unanswered. Some get to a human who spent four minutes saying the same thing they said to the last caller. Nobody has a transcript of what was asked. Nobody knows how many calls went cold while the team was busy.
Call Eva exists to break that pattern. We built it as a voice AI assistant that picks up every call 24/7, carries a natural two-way conversation, and resolves the request (a reservation, a question about hours, a payment reminder) without putting anyone on hold unless the situation genuinely needs a human.
Within the first month of deployment, hospitality businesses running Call Eva reported 60–95% lower support call costs. Staff recovered their focus.
before & after
What changes when every call gets answered
- After-hours calls went unanswered, missed revenue with no way to know how much
- Staff spent 40–60% of front-desk time on the same 12 questions asked by every caller
- Average call handle time was 4–6 minutes per agent, regardless of how simple the request
- No transcripts, no call data, no visibility into what callers actually needed
- Outbound follow-ups (payment reminders, appointment confirmations) required staff time to execute
- Every call answered instantly regardless of time or volume, with no hold music and no voicemail
- Repetitive questions handled by Call Eva, freeing staff for work that requires a person
- Most calls resolved in under 90 seconds with a natural back-and-forth conversation
- Every call generates a transcript, intent classification, and resolution status in a live dashboard
- Outbound reminder campaigns triggered automatically for payments, appointments, and seasonal promotions
What we had to solve
- 01
Making the voice response feel like a person, not a phone tree
The biggest reason voice AI fails in hospitality is response latency. A pause longer than half a second sounds like a glitch, and callers hang up. We had to get the full loop (speech recognition, intent processing, response generation, and voice synthesis) under 300ms. ElevenLabs gave us the voice quality; the architecture gave us the speed. Getting both right together took most of the early build cycles.
- 02
Building a system that knows when it does not know the answer
An AI that guesses wrong on a hospitality call costs the business the booking. Call Eva had to be confident on the things it knows (opening hours, menu items, reservation availability) and immediately transparent about the things it does not. When a call reaches the edge of what the knowledge base covers, Eva hands off to a live agent with a complete call summary rather than attempting an answer. Getting the confidence scoring right, so handoffs happen at the right moment rather than too early or too late, required real call testing with live operators before we were satisfied.
outcomes
What we achieved
Hospitality operators were paying staff to answer the same questions on repeat, every shift, with no way to batch or automate any of it.
After-hours calls went unanswered. Morning brought a stack of missed opportunities and callers who had already booked elsewhere.
Average call handle time was 4–6 minutes per front-desk agent. Most of that time was spent on questions with the same answer every time.
Your front desk is answering the same questions on repeat?
the build
What we built
We designed Call Eva to feel like a capable staff member, not a phone tree. Natural phrasing, accurate recall, and graceful escalation when edge cases appear.
Every call answered regardless of time or volume — most resolved in under 90 seconds
Eva picks up every call regardless of time or volume: no hold music, no voicemail. It introduces itself, understands the request, and resolves it in a natural back-and-forth conversation. Most calls resolve in under 90 seconds.
Standard bookings confirmed within the same call — no staff involvement, no callback needed
Eva integrates with calendar and booking systems to check availability, confirm reservations, and send follow-up SMS confirmations, all within the same call. No callback required, no staff involvement for standard bookings.
Operators trigger outbound campaigns — no staff time required to execute them
Operators trigger outbound campaigns for unpaid invoices, upcoming appointments, or seasonal promotions. Eva calls the customer by name, references the specific context, and handles responses in the same conversation. No staff time required to execute the campaign.
Operators see peak hours and top questions — escalated calls hand off with a full briefing already done
Every call generates a transcript, intent classification, and resolution status. Operators see peak hours, top questions, and escalation rates without listening to recordings. When a call needs a human, Eva hands off with a full call summary so the agent is already briefed.
Want results like these for your business?
stack
The technical choices that made the voice experience feel natural
- 01ElevenLabsLow-latency voice synthesis that produces natural-sounding responses in under 300ms. At longer latencies, callers assume the line dropped. ElevenLabs was the only option that hit both the quality and speed targets we needed for hospitality calls.
- 02TwilioReliable call routing, SIP integration, and programmable outbound dialling at scale. Twilio handles the telephony layer so the application logic stays focused on the conversation, not on carrier negotiation.
- 03Next.jsThe operator dashboard needed fast initial load and real-time transcript streaming as calls came in. Next.js App Router with server components handled both without a separate backend service.
- 04AWSCall recording, transcript storage, and event processing run on Lambda and S3. AWS gives the platform the storage reliability and processing scale hospitality call volumes require.
Common questions about Call Eva
Most businesses are live within 48 hours. Onboarding covers connecting your phone number, configuring the knowledge base with your FAQs and policies, and testing the voice flow end-to-end. For businesses with booking system integrations, allow 3–5 days.
Eva recognises uncertainty and hands off to a live agent with a full call summary, so the agent is already briefed when they pick up. Eva never guesses or fabricates an answer. The handoff happens with context, not a cold transfer.
Yes. Eva supports English, Spanish, French, and a growing list of languages. The operator configures which languages to enable, and Eva detects the caller's language automatically at the start of the call.
Hospitality clients typically see 60–95% lower call handling costs in month one. If your team handles 300 calls a week and Eva resolves 80% of them, that is 240 calls worth of staff time recovered each week. For a business paying $20 per staff-handled call, that is $4,800 per week returned to the operation.
Call Eva connects to booking systems and calendars via API to check availability and confirm reservations in real time. The specific integration depends on the system you use; most major hospitality booking platforms are supported. Contact us to confirm your system is covered before you start.
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