What Changed
From Three Disconnected Channels to One Assistant
The aim was that a guest could get a task finished in a single conversation. Here is how the shipped assistant differs from what came before it.
The aim was that a guest could get a task finished in a single conversation. Here is how the shipped assistant differs from what came before it.
Sat with host-stand staff to see where reservations, complaints, and questions actually collided, not where we assumed they would.
Defined what a reservation agent, a complaint agent, and a support agent each owned, and where one hands off to another
Connected the reservation agent directly to the restaurant's own database instead of a separate booking layer.
Set the thresholds that decide what the complaint agent resolves itself versus what reaches a manager.
Tested against actual Friday-night volume, not a scripted demo, before handing it to staff.
Host-stand staff learned exactly what a ping on their phone meant, and what didn’t need their attention at all.
