This global restaurant reservation platform replaced scripted help flows with a real-time AI service agent, extending 24/7 support across three regions without new headcount.
A global restaurant reservation platform was losing frontline efficiency to scripted help flows that ended in a support case instead of a resolution, and 24/7 coverage across three regions was unaffordable to staff. We built an AI service agent grounded in the platform's own knowledge base, with real-time intent detection, sentiment scoring, and an A/B testing framework for tuning before global rollout. The agent now resolves 75% of Tier-1 inquiries without a human, covering three regions around the clock with no added headcount.
Scripted click-through help flows ended by opening a support case rather than solving the guest's problem in the moment. Repetitive Tier-1 questions overwhelmed live agents, and extending 24/7 coverage across the Americas, EMEA and APAC would have required hiring for every timezone. Disconnected diner and partner systems blocked meaningful automation.
We built an AI customer service agent grounded in the platform's own knowledge base, detecting each diner's intent and scoring sentiment in real time. It resolves routine inquiries end to end and escalates to a live agent only when the conversation warrants it. An A/B testing framework let the team tune agent behaviour before scaling globally.
Within weeks of go-live the agent was resolving three of four Tier-1 inquiries on its own. Round-the-clock support now covers three regions with no added headcount, and the same foundation opens a path into loyalty and personalization use cases.
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