Fast-casual chain recovers 18% of missed pickup calls with AI order confirmation

The challenge

TacoFiesta's 12-location chain was losing catering and large-order revenue when kitchen staff couldn't answer calls during lunch and dinner rushes. Online ordering handled dine-in but phone orders for catering, corporate lunch, and off-menu modifications still drove 28% of revenue — and most busy-signal callers never called back.

The solution

A Voxovo inbound agent answers every call during peak hours. For standard orders it collects items, confirms pickup time, reads back the total, and sends an SMS receipt. For catering or custom requests above a threshold it warm-transfers to the catering coordinator's direct line. After-hours, it takes the message and triggers a callback task in the team's ops chat.

Results

• 18% of previously lost peak-hour calls now converted
• Average order confirmation call time: 2 min 10 sec
• Catering coordinator handles 40% fewer inbound screening calls
• SMS receipt open rate: 94%, reducing 'did my order go through?' calls by 60%