Every day, your team handles hundreds of customer conversations. Some get missed. Some take too long. Some leave customers frustrated. CX/AI changes that - it's intelligent technology that works alongside your people to make every interaction faster, smarter, and more personal.

Will AI replace my customer service team?

No - and that's not the goal. CX/AI handles routine enquiries so your people can focus on the conversations that actually need human judgement, empathy, and expertise. Most of our clients use AI to handle growth without adding headcount, not to reduce their existing team.

How long does it take to implement CX/AI?

Most implementations go live within 4-8 weeks. Week one is data collection and integration setup. By week four, you're typically in pilot mode with real customers. The first 90 days is where the system learns and optimises - most clients see 40-60% automated resolution by day 90.

What's the ROI - and how quickly will I see it?

Our clients typically see payback within 6-9 months. The maths is straightforward: if AI resolves 60% of your enquiries at a fraction of the cost, while your team handles 40% of higher-value conversations, you're reducing costs and improving customer satisfaction simultaneously. We'll build you a custom ROI model before you commit.

Will AI give wrong answers or damage our brand?

This is why we don't just plug in a generic chatbot. Our AI is trained on your specific policies, products, and brand voice. Built-in guardrails prevent off-topic responses, and anything the AI isn't confident about gets escalated to your team with full context. You stay in control.

CX AI for Restaurants and Hospitality

The guest journey covered

From enquiry to post-stay review

Hospitality CX doesn't happen in one moment. Focus CX covers every touchpoint - before arrival, during the stay, and after checkout - so no guest interaction falls through the gaps.

Pre-arrival

Enquiries, availability, bookings, special requests - answered instantly, 24/7.

Check-in

Early arrival requests, upgrades, upsells - handled without front desk pressure.

In-stay

Concierge queries, housekeeping requests, complaints - resolved across chat and voice.

Post-stay

Automated feedback, review prompts, loyalty follow-up - no manual effort.

The challenge

HRestaurant CX breaks at the moments that matter most.

Missed reservation calls

Every unanswered call at 7pm on a Tuesday is a table that booked elsewhere. Restaurants lose significant covers weekly to voicemail.

No-shows and late cancellations

An empty table at peak time is pure revenue loss. Without automated reminders and instant waitlist management, no-shows remain stubbornly high.

Repetitive front-of-house queries

"Do you have a vegetarian menu?" "Is there parking?" "Can you accommodate a pram?" Your best staff answer the same questions 50 times a week.

Omnichannel booking inconsistency

Guests book via phone, email, website, Google, and Instagram DM - and get a different experience every time depending on channel and who's on shift.

Guest complaint visibility

Negative feedback surfaces on TripAdvisor and Google, not at the pass. By the time you know there's an issue, the review is live.

Seasonal and event volume spikes

Valentine's Day, Christmas parties, Mother's Day - predictable but still overwhelming. Manual systems buckle precisely when you need them most.

The Focus CX solution

AI that treats every guest like a regular

Three solutions working as one - capturing every reservation, handling every guest query, and surfacing the insight that keeps your dining room full and your guests coming back.

Aila - AI receptionist

Restaurant use: reservation calls, dietary enquiries

A maître d' who never goes off shift.

Aila answers every reservation call - at lunchtime and midnight - handling bookings, dietary requirements, and event enquiries with warmth and precision. Your team arrives for service to a full diary, not a voicemail queue.

24/7 reservation answering - zero missed covers

Direct booking system integration for real-time availability

Dietary, allergen, and special request capture

Multilingual - serves international guests naturally

Escalates complex event enquiries with full context

Explore Aila

AI Agent

Restaurant use: booking confirmations, reminders, waitlists

Fill every table. Automatically.

The AI Agent sends booking confirmations, automated reminders that cut no-shows, and instant waitlist offers when a cancellation comes in. Post-dining, it collects feedback and prompts happy guests toward a Google review.

WhatsApp, SMS, email & webchat - one voice

Automated reminders that reduce no-shows by up to 35%

Cancellation waitlist management - fills tables in minutes

Post-dining feedback collection and review prompts

Handles group and private dining enquiries end-to-end

Explore AI agent

Conversational Intelligence

Restaurant use: guest sentiment, complaint trends, menu feedback, team QA

Know what your guests really think before they leave a review.

Conversational Intelligence analyses 100% of guest interactions - surfacing which menu items generate the most questions, which service touchpoints create friction, and which team members consistently deliver exceptional guest communication.

Pre-review sentiment signals

Detect guest dissatisfaction in conversation before it surfaces on TripAdvisor or Google.

Menu and product insight

Understand which dishes guests query most - and what drives upsell or refusal.

Complaint root cause

Identify recurring service or kitchen issues before they become a pattern of negative reviews.

Explore Conversational Intelligence

Basic

$9

per user / month

Try it for free

For starter individuals and small teams that run on meetings.

What's included:

Basic summary

100 hours of transcription /month

Speaker identification

Basic in-call highlighting

Standard support

1TB of storage

Pro

Popular

$24

per user / month

Try it for free

For professionals that run on meetings and need to move fast.

Everything in Free, plus:

Smart summary

500 hours of transcription /month

Advanced speaker identification

AI-powered in-call highlighting

Priority email & chat support

Unlimited storage

Enterprise

Custom pricing

For large organizations with complex security and deployment needs.

Schedule a custom demo

Everything in Pro, plus:

Customized AI Model Training

Centralized billing and user management

Custom Integrations (100+ apps)

Single Sign-On (SSO)

Unlimited transcription minutes

Workspace Analytics Dashboard

Built for your whole team

A complete guest experience loop

From first enquiry to post-dining follow-up - three solutions that ensure no guest interaction is ever dropped.

Hospitality CX decisions involve more than one person. Here's what each part of your team needs to know.

General managers & operations

Eliminate the missed reservation, reduce no-show rates, and give your front-of-house team back the time they spend on the phone rather than with guests.

Revenue & commercial teams

Maximise cover conversion from every marketing pound. Capture every direct booking before it goes to an aggregator. Turn cancellations into filled tables within minutes.

Group operations & multi-site

Consistent guest communication standards across every site. Real-time insight into which locations are underperforming on response time and guest satisfaction.

Restaurants & Hospitality outcomes

Results that fill dining rooms

Indicative outcomes from Focus CX restaurant and hospitality clients in year one.

↓45%

No-show rate with AI reminders

24/7

Reservation & enquiry coverage

↑32%

Direct booking conversion

+20pt

Average guest CSAT uplift

Based on average outcomes across Focus CX restaurant and hospitality clients in year one. Individual results vary by cover volume, site mix, and existing systems.

SOLUTIONS