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Hospitality

Can AI Answer Phone Calls? Why You Need an AI Voice Receptionist

AI is becoming increasingly prevalent in everyday life. So as a hospitality operator, why not incorporate it into your venue too?

AI voice assistants, like Siri and Alexa, are on our phones and in our homes. Generative AI search engines, like ChatGPT and Microsoft Copilot, are the new alternatives to Google. AI even personalises our suggested shows on streaming services – with Netflix reporting that over 80% of its watched content is influenced by its AI recommendations.

At Access Hospitality, we’ve worked with thousands of hospitality businesses to help them streamline operations and deliver exceptional service. That’s why we developed Access Collins Evo and Collins Call Evo - an AI voice receptionist built specifically for hospitality, and your new secret weapon.

In this article, we’ll explain whether AI can answer phone calls, how it compares to traditional call handling, and how an AI voice receptionist can help you maximise bookings, reduce admin and grow your business.

Abigail Butler Digital Content Manager for Hospitality

by Abigail Butler

Digital Content Manager for Hospitality

Posted 30/10/2025

A waiter smiling

Can AI answer phone calls?

Yes, it can.

Gone are the days of trawling through your voicemail after a busy service, where staff needed to prioritise serving customers over answering the phone. You can now use AI restaurant automation tools to answer phone calls, engage in conversation with potential customers and record detailed transcripts. This reduces missed calls, saves time and improves customer satisfaction at every touchpoint with your brand.

More than a traditional voicemail or menu-based system, AI voice receptionists offer a seamless call answering experience, without the wait times or "Please press 1 for...” frustration.

Instead, they converse with the caller in a friendly manner as an ambassador for your brand. This means that you’ll never lose a booking due to missed calls or poor customer engagement again.

AI voice receptionist vs Human interaction

In an industry that is so people-focused, nothing can replace human interaction. But you can implement a strong alternative.

Out of the available AI tools for restaurant management, one that is often overlooked is how phone calls are handled. Missed calls mean missed bookings. And during peak hours or after closing, that’s revenue slipping through the cracks.

An AI voice receptionist like Collins Call Evo is a smart, automated system that uses natural language to answer incoming phone calls as a human would.


What can an AI voice receptionist do?

Just like a member of your team, an AI voice receptionist can:

  • Greet guests in a natural, friendly tone
  • Check live availability*
  • Take bookings in real time*
  • Answer common questions
  • Route enquiries when needed

*Collins Call Evo integrates with your Access Collins Evo reservation diary to offer available times and tables to customers on the phone. It can confirm these bookings and add them directly to your diary, as well as sending confirmation to the customer. End-to-end management of phone enquiries to improve efficiency and reduce missed revenue. Other solutions may not integrate with your online table management system.

As AI uses a knowledge base to be an ambassador for your venue, it can’t respond to customer questions that aren't answered within your uploaded policies, documents and brand guidelines like a team member could.

However, it will record details of the request. Details that would otherwise have been lost down an unanswered phone line. That way, you can effectively follow up on all potential bookings with ease. Over time, you can also refine and expand your knowledge base by updating it with new FAQs, policy changes, and guest feedback. Optimising the performance of the system as real-world queries come in.

 

 


What are the key benefits of using AI to answer phone calls?

  • Maximise your bookings with 24/7 availability
  • Reduce pressure on your already busy teams
  • Improve customer experience at every brand touchpoint
  • Gain valuable insights with call data recording
  • Optimise operations by streamlining booking processes

Why now? The real-world impact

Use of AI and restaurant automation tools is increasing across the hospitality sector.

According to The Restaurant Report 2024 from Lumina Intelligence, whose reports deliver insights for the UK food & drink sector, 60% of restaurants use AI for personalised guest experiences, and 45% have already implemented AI-driven inventory management to help reduce waste and costs.

Operators are turning to automation not just to cut costs, but to enhance service and stay competitive. And with rising operational costs, concern about attracting new diners, and changes in guest expectations, venues are being pushed to do more with less.

For hospitality operators with busy teams, using AI to answer phone calls is crucial.

See the results of using Collins Call Evo for yourself:

  • 30-50% fewer missed calls
  • More bookings captured after hours
  • More bookings confirmed from phone enquiries

Ready to turn every call into a conversion?

Give Collins Call Evo a ring and see an AI voice assistant in action today

So, can AI answer phone calls? Yes.

Using AI to answer phone calls can transform how restaurants and venues handle and convert booking enquiries. It's fast, friendly and always-on, which helps you boost bookings, reduce admin and deliver a better guest experience. But like any new system, it works best when it’s implemented with the right tools, mindset and support.

Access Hospitality is proud to be at the forefront of developing hospitality solutions and providing support to restaurants, bars and other venues - and Collins Call Evo is testament to that.

If you’re interested in booking a demo of Access Collins Evo and Collins Call Evo, while hearing our AI voice assistant in action, then give us a ring on 020 4591 9138.

Alternatively, get in touch with our team to discuss how much it could benefit you and see our Collins Evo solutions in action. Book a quick demo now >

Abigail Butler Digital Content Manager for Hospitality

By Abigail Butler

Digital Content Manager for Hospitality

Abigail is a seasoned content manager with six years of experience crafting insightful hospitality content, supporting operators to tackle their challenges head on and exceed their goals. Her expertise spans all areas of hospitality software, including compliance, safety, promotion, and reservations. Abigail’s deep industry knowledge and engaging writing style make her a vital contributor to the Access Hospitality team.