Whitbread PLC deploys PolyAI voice assistant for improved customer service

Customers expected to make 700,000 table reservations a year thanks to artificial intelligence

LONDON, June 29, 2022 /PRNewswire/ — PolyAI, a leading provider of enterprise voice assistants, today announces the launch of a digital host for Beefeater restaurants from Whitbread PLC – a new industry-leading voice assistant taking reservations over the phone at Beefeater’s 173 UK locations.

PolyAI’s Whitbread digital host can speak with customers in natural language, allowing for smooth and natural conversations. The digital host takes table reservations over the phone and can answer a range of brand-related questions as well as specific questions about the local restaurant.

The Beefeater brand operates over 170 restaurants across the UK. The digital host can understand callers with even the strongest regional accents, meaning Beefeater guests can be understood whoever they are and wherever they are from.

The digital host is expected to spend 2.25 million minutes a year talking with customers on the phone, freeing up staff to better assist customers on the restaurant floor.

The Whitbread Digital Host by PolyAI is a bespoke system that began trials before the COVID-19 outbreak. Whitbread was looking for a solution that would prevent missed calls and save restaurant staff from answering calls while serving customers.

Simon EwinsManaging Director of Whitbread Hotels & Restaurants said: “The introduction and launch of the new digital host by PolyAI in our Beefeater restaurants is an exciting development for our business and has come at a key time. It means our teams have been able to focus on what they are doing. the best – providing excellent customer service.

The PolyAI team has worked in partnership with us to develop a system unique to Whitbread, and we look forward to seeing how our business, our guests and our teams can benefit from this new service.”

Nikola MrksicCEO and co-founder of PolyAI said, “We’re thrilled to be working with Whitbread. PolyAI is obsessed with delivering a better customer experience, just like Whitbread. Together, we’ve been able to deliver a game-changing voice assistant with the experience customer at heart.”