CASE STUDY
AI Receptionist for Multi-Location SMB
How we deployed voice AI across 12 salon locations in under 2 weeks
The Challenge
A growing salon chain with 12 locations was losing 40% of incoming calls during peak hours. Their human receptionists were overwhelmed, leading to missed bookings and frustrated customers. They needed a solution that could handle appointment scheduling, answer common questions, and integrate with their existing Square Appointments system.
The Solution
Voice AI Implementation
- • Custom voice agent trained on salon-specific terminology
- • Natural conversation flow for appointment booking
- • Integration with Square Appointments API
- • Multilingual support (English, Spanish, Mandarin)
Technical Architecture
- • Twilio for telephony infrastructure
- • GPT-4 for conversation management
- • ElevenLabs for natural voice synthesis
- • Custom middleware for Square integration
Implementation Timeline
Days 1-3
Requirements gathering and system design
Days 4-7
Voice agent development and Square API integration
Days 8-10
Testing with real salon scenarios
Days 11-12
Pilot deployment to 2 locations
Days 13-14
Full rollout to all 12 locations
Results
60%
Reduction in handle time
35%
Increase in lead capture
98%
Call answer rate
The AI receptionist now handles 70% of all incoming calls without human intervention, books appointments directly into the Square system, and has increased overall booking conversion by 35%. The system paid for itself within the first month through increased bookings alone.
Client Testimonial
“The AI receptionist has transformed our operations. We're no longer losing customers to busy signals, and our human staff can focus on in-person service. The implementation was incredibly fast - we went from concept to all locations live in under two weeks.”
Key Learnings
- Voice AI can handle complex scheduling scenarios with proper training
- Integration with existing systems (Square) is crucial for adoption
- Gradual rollout (pilot → full deployment) reduces risk
- Multilingual support significantly expands customer reach
- Real-time monitoring and adjustment improves performance quickly
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