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.
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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