Order intake without phone bottleneck during peak hours

The challenge

At lunch rush the café network simply ran out of phone lines. Roughly 30% of calls hit a busy tone, and a hungry customer who can't get through doesn't wait, they order from somewhere else. That lost third was pure, recurring revenue walking out the door every single day.

There was no clean technical fix short of hiring more order-takers, and staffing for the 90-minute peak meant paying people to stand idle the rest of the day.

Meanwhile the staff who were on the phones rushed orders, mis-keyed modifications and held up the kitchen.

The solution

A Voice AI order agent now answers every call at once, so the lunch rush stops capping revenue:

• Unlimited concurrent calls, built on the MyChatBot Calls SDK, the Voice Order Agent answers inbound calls 24/7 with no busy tone, so the 30% of peak calls that used to bounce now convert.
• Knows the menu cold, the full menu, modifiers and pricing live in the Knowledge Base, so the agent handles "no onions, extra cheese, make it two" accurately every time.
• Takes payment securely, the agent sends a secure payment link to close the order without handling card details on the call.
• Orders straight to the kitchen, confirmed orders are pushed into the kitchen system via Webhooks, removing the mis-keying that came from rushed phone staff.
• Always on, no idle staffing, because the agent scales itself, the café covers the 90-minute peak without paying for idle hours the rest of the day.

The lost third of lunch-rush orders came back, the kitchen got clean tickets, and staff stopped being chained to a ringing phone.

What was deployed