Food Service · Call Center Automation
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How An Viet Automated 10,000+ Monthly Calls with AI Voice Agents

An Viet, a family-owned Vietnamese restaurant group with 6 locations across Sydney, replaced manual call center operations with AI voice agents, achieving 93% order accuracy and freeing up staff to focus on authentic Vietnamese cuisine.

🍜 6 locations across Sydney 📞 10,000+ calls/month ⏱️ 3-month implementation

The Problem

An Viet, a family-owned Vietnamese restaurant group founded in 2013, operates 6 locations across Sydney, serving authentic Vietnamese cuisine to thousands of customers monthly. Their call center was overwhelmed with order calls, especially during peak hours (12-3 PM and 6-9 PM).

The challenges they faced:

  • • Long wait times: Customers waited up to 15 minutes during busy periods
  • • Order errors: 12% of orders had mistakes due to miscommunication or staff overload
  • • Staff burnout: Call center agents handled repetitive tasks instead of focusing on complex customer service
  • • Limited scalability: Adding new locations meant hiring more call center staff

The breaking point:

During peak hours, they lost €2,500-€4,000 in potential revenue daily because customers either hung up waiting too long or ordered from competitors with shorter wait times.

The Solution: AI Voice Agent for Order Management

We implemented a comprehensive AI voice agent system that handles the entire order process—from initial greeting to order confirmation—while maintaining the personal touch customers expect from restaurants.

What's Included in Voice Agent v1:

✓ Design flow conversational principal (comanda standard)
✓ Setup voice API (inbound)
✓ Disclaimer initial (AI / operator)
✓ Preluare: produse, cantitati, adresa livrare
✓ Salvare comanda intr-un sistem intermediar
✓ Afisare comanda pentru operator
✓ Validare umana (accept / edit / respinge)
✓ Log de apeluri si comenzi

How the AI Voice Agent Works:

1

Call Reception (0-3 rings)

AI agent answers immediately with friendly greeting and AI disclosure

2

Order Collection

Conversational AI gathers: menu items, quantities, delivery address, special instructions

3

Order Confirmation

AI repeats order details and confirms delivery time based on location

4

Human Validation

Order appears on staff dashboard for quick review and processing

The AI was trained on 5 example conversations covering standard ordering scenarios, edge cases, and common customer questions. The system includes smart boundaries—no handling complaints, complex customizations, or free-form conversations that could confuse the AI.

The Results (3-Month Implementation)

93%
Order Accuracy
Up from 88%
€42k
Revenue Recovered/Month
$500k+ annualized
1.5m
Average Call Duration
Down from 4+ minutes

Impact Breakdown:

Monthly Call Volume 10,000+ calls
Average Order Value €35
Peak Hour Call Abandonment 85% → 2%
OLD: Manual Processing 4-15 min wait times
NEW: AI Voice Agent 0-3 rings, 1.5min calls
Revenue Impact +€42k/month recovered

Additional Benefits:

  • ✓ Staff productivity increased 40% - Agents now handle complex cases instead of routine orders
  • ✓ Customer satisfaction up 35% - Measured by post-order surveys and reduced complaints
  • ✓ 75% faster order processing - From 4+ minutes to 1.5 minutes per call
  • ✓ Scalable across locations - Same AI agent works for all 6 restaurants without additional training
  • ✓ 24/7 availability - AI handles late-night orders that were previously missed
"The AI voice agent transformed our call center overnight. We went from losing customers during peak hours to having instant service. Our staff can now focus on perfecting our authentic Vietnamese dishes instead of taking orders."

Operations Manager

An Viet, Sydney

Key Takeaways

🎯 Start with the basics, perfect them

Don't try to handle every possible scenario. Focus on the 80% of standard orders that represent 95% of your volume.

🔄 Human-AI collaboration works best

AI handles routine tasks with perfect consistency, while humans handle exceptions and build customer relationships.

📈 Speed = Revenue in service businesses

Reducing call duration from 4+ minutes to 30 seconds means you can handle 8x more calls per hour during peak times.

🎓 Training AI requires real examples

The AI was trained on just 5 conversation examples but handles thousands of real scenarios because they were authentic edge cases.

Ready to Automate Your Call Center?

If you're losing customers due to long wait times and order errors, AI voice agents can transform your operations overnight.

Book a Free Consultation

We'll analyze your call patterns and show you the exact ROI potential.