The challenge
Viva Brazil, a popular Cardiff-based restaurant, was experiencing increasing pressure on its front-of-house operations. Reduced reception hours and rising costs made it difficult to answer all inbound calls, especially during peak service times. This resulted in missed bookings, booking errors, and a fragmented customer experience. Management recognised that balancing high-quality, in-person guest service with the growing demand for call handling was no longer sustainable with existing resources.
The solution
Viva Brazil sought a technology partner capable of automating their inbound booking process while preserving the warmth and professionalism their guests expected. After evaluating options, they selected Aila AI Voice Agent, fully integrated with TableFox for real-time booking management. The deployment enabled the AI receptionist to manage calls, capture guest details, and handle complex bookings independently. According to Andy, Managing Director, "With Aila managing phone enquiries and fully integrated with TableFox, the booking journey becomes far more seamless. It allows our team to focus on what they do best, which is work face to face with guests. That’s the way it should be." Daniel, Operations Manager, added, "During peak service periods, balancing guest interaction with answering incoming calls became extremely challenging. Prioritising excellent customer service on the restaurant floor often meant calls could not be answered promptly." The team quickly observed guests confidently using the new system, including for large group events—a pivotal moment for the business.
The results
Within three weeks of implementing Aila AI Voice Agent, Viva Brazil realised measurable gains: a 5% increase in bookings, £7,400 in added revenue, and a 3,400% ROI in the first month. Staff recovered 60% of the time previously spent handling calls, which allowed them to prioritise in-person guest service. The AI system eliminated booking errors and delivered a consistent, premium caller experience. Daniel, Operations Manager, shared, "I didn't expect customers booking large group events to feel comfortable interacting with AI. Seeing someone confidently arrange a 28-person birthday booking through the system was a real turning point." He also noted, "I can see the team focusing far more on the guest experience, rather than trying to balance customer service with answering incoming calls. They seem more relaxed and are able to perform their roles more effectively."
