Client Overview

A nationwide beauty and wellness chain with 15+ branches across 3 countries. Their business thrives on booked appointments — but phone-based bookings were becoming a bottleneck, with 40% of calls going unanswered during peak hours.

With no centralised tracking and inconsistent follow-ups, the brand suffered from lost revenue and poor customer experience.

Challenges

• High Missed Call Rate: Peak-hour call overflow resulted in 30–40% missed booking opportunities.
• Human Dependency: Front-desk staff were overwhelmed, juggling walk-ins and phone calls.
• Inefficient Scheduling: Back-and-forth confirmations and double-bookings were common.
• Zero Call Intelligence: No logs, analytics, or insight into customer behaviour or call outcomes.

Our Solution

We deployed a fully automated Caller Agent, designed to:

• Answer incoming calls 24/7 with natural human-like voice
• Collect reservation details (date, time, service, stylist preference, etc.)
• Check calendar availability and confirm bookings in real time
• Log every call + sync data with CRM and booking system

Built using Twilio + OpenAI + n8n, the system handled multi-turn conversations, cancellations, and reschedules — fully autonomous.