Answers the call
In about 2 seconds
Even when the front desk is busy or doesn't pick up within the set time.
Voice AI. Every call answered, every reservation captured.
A virtual AI receptionist answers calls in about 2 seconds, talks naturally, takes and confirms reservations, answers guests' questions and passes matters on to your team — around the clock, 7 days a week.
By the numbers
Put the latest technology to work.
24/7
virtual employee on your venue's number
3 min
saved on every call
−82,5%
less time on the phone
−16%
fewer canceled reservations
Results depend on the implementation and the type of venue.
Before and after
The phone stops being a problem.
Missed calls
At peak times, some calls go unanswered. With Voice AI, every call gets answered.
Wait time
Instead of a busy signal and waiting on hold — an answer in about 2 seconds.
Availability
Not only during opening hours, but 24 hours a day, 365 days a year.
Simultaneous calls
Instead of a single line — many calls at once, with no queue.
Team time
Calls no longer pull your team away from the guests who are already there.
Quality control
Instead of listening to a few random recordings — a score and the guest's mood for every call.
What it can do
A virtual receptionist that knows your venue.
- Reservations during the callChecks availability in the live calendar, makes the reservation and sends the guest an SMS confirmation.
- Recognizes regularsFinds the guest in the database by phone number, addresses them by name and remembers their favorite table or allergies. Staff see the guest profile before they pick up.
- Confirmations and remindersBefore the visit, it calls or sends an SMS or email. If the guest doesn't respond, it tries again through another channel until the reservation is confirmed or canceled, and the calendar status updates by itself.
- Campaigns for regularsInvites guests to a new menu, a tasting or an event: it calls or sends an SMS or email. It only contacts people who have given their consent.
- Answers to guest questionsOpening hours, menu and allergens, parking, directions, breakfast or check-in and check-out times — from your venue's knowledge base.
- Routing to the right personIdentifies what the call is about and connects the caller to the front desk, the kitchen, the events team or a manager, also based on the guest's language. It can put regulars through first, and when nobody answers, it leaves a message.
- CallbacksWhen a guest would rather talk to a staff member, it logs a callback request, and the team calls back as soon as someone is free. Guests who left their number in the website form get a call right away.
- Takeout ordersTakes orders for pickup or delivery and suggests extras, such as a dessert or a drink.
- Multiple languagesRecognizes the caller's language and holds the conversation in it.
- Info by SMSAt the guest's request, it sends the address, a link to the menu or a reservation link.
- Opening hours and holidaysSet your opening hours once and add exceptions for holidays and days off to the calendar. After hours, Voice AI gives directions and entry instructions, takes reservations and, for urgent matters, connects to the person on call.
How it works
From the first ring to a calendar entry.
Understands the request
Natural conversation
Understands everyday language: a date, a question, a change or a callback request.
Handles it or hands it over
Reservation or team
Makes the reservation or answers the question and, following your rules, puts the caller through to the right person and passes on a summary.
Sends a summary
SMS and email
The guest gets a confirmation, and the team gets a summary and a transcript of the call.
Modes
You decide when Voice AI answers.
First line
Voice AI answers every call right away.
Front desk backup
Takes over the call when your team doesn't pick up within a dozen or so seconds.
Busy line
Answers when the front desk is already on another call.
After hours
Works nights, weekends and holidays, when the venue is closed.
Team and AI
When a person takes over the call.
- Handover rulesYou decide when Voice AI hands the call over to a person: for selected topics, such as a wedding or a complaint, for larger reservations, or when the guest is upset.
- Handover without repeatingThe staff member picks up with a summary: who's calling, what it's about and what has already been agreed. The guest doesn't have to start over.
- Suggestions during the callWhile a staff member is on the call, AI suggests answers from the venue's knowledge base, such as event space pricing, deposit rules or group menus.
- Notes in one clickAfter the call, AI drafts the note itself, assigns a topic and updates the reservation and the guest profile. The staff member just approves it.
Dashboard and reports
Know what your guests are asking about.
- Call historyThe recording, transcript and outcome of every call in one place. Keyword search takes you straight to the right part of the recording.
- Summary by emailAfter every call, the team gets a summary and a note on what the assistant did.
- Every call scoredAI scores all calls, its own and your team's, against your checklist, such as whether a deposit was offered and whether the time was confirmed.
- Guest sentimentEvery call is tagged as a satisfied, neutral or upset guest, also shown as a trend over time.
- Call topicsCalls grouped by topic: what guests ask about most often and what they complain about, with key words highlighted, such as dish names.
- Manager alertsAn alert when guest sentiment drops or the same problem keeps coming back in calls, before it ends up in online reviews.
- EffectivenessThe number of reservations taken and the share of calls that ended with the matter resolved.
- Handovers to the teamWhen and why a call went to a person.
- Peak hoursWhen the most guests call: trends, charts and data export.
Security
Guest data under control.
GDPR
GDPR-compliant data processing, with a data processing agreement.
Encryption
Calls and data are encrypted at every stage: at rest and in transit.
Servers in the EU
We store data and recordings in certified data centers in the European Union.
Recordings under control
You decide how long we keep recordings and who can access them. After that period, they're deleted automatically, and you can delete them at any time before then.
Call privacy
Guest calls are not used to train public AI models. The models run in a closed environment.
Protection against manipulation
Voice AI can't be talked into a discount that isn't on offer or into giving out other guests' details. Answers are checked before they're spoken.
Access
Only authorized members of your team can see calls, and the history shows who agreed what, and when.
AI Act
Callers know they're talking to AI, in line with Article 50 of the AI Act.
Onboarding
From our first conversation to your first answered call.
We set up the phone system in 2–4 weeks, depending on the carrier.
We get to know your venue
Conversation and demo
Departments, opening hours, reservation system and the most common guest requests.
Knowledge base
Form
Hours, menu, parking, reservation rules and after-hours procedures.
Your number stays yours
Call forwarding
Voice AI runs on an additional number, and you set up forwarding from your venue's number.
Testing and launch
Together with your team
We test calls with your team, train you on the dashboard and go live.
Customers
What restaurants say.
“Since rolling out AI that confirms reservations, we've had a 94% success rate on completed calls with our guests.”
Questions
Frequently asked questions about Voice AI.
When does the virtual employee work?
Around the clock, 7 days a week, on your venue's number.
How many calls can it handle at once?
Many at the same time, so guests don't wait on hold, even at peak hours.
What happens when the AI doesn't know the answer?
It doesn't guess. It passes the call to your team or records the question and a callback request.
When does a call go to a person?
Whenever you decide: for selected topics, larger reservations or when the guest is upset. The staff member gets a summary, so the guest doesn't have to repeat anything.
Does the venue keep the same number?
Yes. Guests call the same number, and calls reach Voice AI through call forwarding.
Can I review the calls?
Yes. The dashboard gives you a call history with recordings, transcripts and summaries.
Do guest calls train the AI?
No. Recordings and transcripts are not used to train public AI models, and you decide how long we keep them.
Do guests know they're talking to AI?
As of August 2, 2026, Article 50 of the AI Act requires that callers know they're talking to AI. Read more in our article on the restaurant phone.
How long does setup take, and which plan is it in?
We set up the phone system in 2–4 weeks, depending on the carrier, and the phone system contract runs for 24 months. It's available in every plan: choose Voice AI as your only module on the Starter plan or as one of five on the Plus plan. The Prime plan includes all modules. See pricing.
Who it's for
Works well in venues like these.
One ecosystem
Connects with the rest of Townely.
Solutions can work on their own or together — roll out more modules when your business needs them.
Resources
Guides for this module.
AI in your venueThe restaurant phone: how many reservations you lose when nobody answersAt peak hours, the phone rings just when nobody has a free hand. Count your lost reservations, see how a virtual AI employee works, and find out what you must tell callers starting in August 2026.3 min readReservationsRestaurant no-shows: 9 ways to avoid empty tablesA guest makes a reservation, doesn't show up and doesn't cancel. The table sits empty at prime time. We've gathered ways to cut down on evenings like that, from confirmations to prepayments.4 min read
Ready for a change?