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Hospitality Case Study: Transforming Call Handling with Axify’s AI Voice Assistant

31 Mar 2025 Author - Axify Team Read Time 3 min
Axify’s AI Voice Assistant

Overview of Axify’s AI Voice Assistant in Momento Hospitality

  • Customer: Momento Hospitality, a leading Sydney hospitality group

  • Industry: Hospitality (8 locations across Sydney, Australia)

  • Key Results:

    • 75% reduction in call volume handled by staff

    • Call handling times improved from 5.5 minutes to 1.07 minutes

    • $28,000/month saved in staffing costs

    • $236,059 in revenue from AI-secured reservations in one month

Momento Hospitality needed a solution to streamline incoming calls and free up staff for face-to-face guest services. By implementing Axify’s AI Voice Assistant, they not only reduced operational costs but also significantly enhanced customer satisfaction and booking efficiency.

The Challenge

Momento Hospitality grappled with high call volumes, leading to:

  • Long hold times and missed bookings

  • Rising operational costs due to staffing inefficiencies

  • Less staff availability for in-person guest experiences

  • Declining customer satisfaction from slow responses

These issues strained the bottom line and impacted overall guest experiences. In a competitive hospitality market like Sydney, swift and accurate call handling is crucial to maintaining a strong reputation.

The Solution: Axify’s AI Voice Assistant

To overcome these challenges, Momento Hospitality adopted Axify’s AI Voice Assistant, a scalable and user-friendly platform that seamlessly manages incoming calls, processes reservations, and provides information without adding to staff workloads.

Key Features

  1. AI-Powered Call Handling

    • Automatically answers calls, books reservations, and resolves FAQs

  2. Seamless Integrations

    • Works with SevenRooms reservation management and other CRM systems

  3. 24/7 Availability

    • Ensures guests receive quick assistance, day or night

  4. Smooth Human-AI Collaboration

    • Escalates complex inquiries to staff, guaranteeing a consistent guest experience

With this AI solution in place, Momento Hospitality’s team could shift focus to delivering memorable on-site interactions while the assistant tackled routine calls.

How Axify’s AI Voice Assistant Works

  1. Instant Call Routing: Inbound calls automatically direct to Axify’s AI Voice Assistant.

  2. Reservation Management: The system confirms bookings in real time, referencing restaurant availability.

  3. FAQ Resolution: Guests receive immediate answers about events, hours, and menu options—no wait times.

  4. Support Functions: Guests book courtesy vehicles, enquiry about private events, lost property and more with ease.

  5. Staff Escalation: If a guest has a unique or urgent request, the AI seamlessly transfers them to a human team member.

Results & Measurable Outcomes

Momento Hospitality experienced notable improvements after deploying Axify’s AI Voice Assistant:

  1. 75% Reduction in Call Volume

    • Freed staff from handling repetitive queries, allowing more focus on guest experiences

  2. 30% Savings in Labor Costs

    • Reduced staffing inefficiencies while maintaining a high level of service

  3. Faster Call Completion

    • Average call time dropped from 5.5 minutes to 1.07 minutes

  4. 297 Hours Reclaimed

    • This monthly gain in staff availability directly boosted on-premise service quality

  5. $236,059 in Monthly Revenue

    • Reservations secured by AI, contributing directly to the bottom line

Customer Testimonial

“Axify’s AI has been a game-changer for our Sydney locations. Our team can focus on delivering exceptional in-person experiences while the AI efficiently fields calls and secures bookings. The cost savings and operational improvements are remarkable.”
— Armando Colosimo, Momento Hospitality

Key Takeaways & Future Outlook

Momento Hospitality’s success illustrates the transformative power of AI in the hospitality industry. By combining automated call handling with smart integrations, they’ve boosted both revenue and customer satisfaction. Building on these results, the group plans to expand AI use into loyalty programs, outbound guest engagement, and upselling opportunities.

Get Started with Axify

Ready to reduce call volume and enhance guest satisfaction? Contact Axify today for a free demo and see how AI can revolutionize your hospitality operations—just as it did for Momento Hospitality in Sydney.

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