Case study · Hospitality and Entertainment
Topgolf Oberhausen answered every inbound call, up from about 40%.
Native helped the venue put an AI voice receptionist on its phone line. It picked up every call, handled 5,000+ a month, and needed no extra staff.
The venue went from answering about 40% of inbound calls to answering all of them. The agent handled 5,000+ calls a month, 200 to 300 a day, with an average call of about 1.5 minutes.
About Topgolf Oberhausen
Topgolf Oberhausen is a high-volume experiential entertainment venue in Germany. People call to book bays, plan events, check availability and ask time-sensitive questions.
The challenge
Call volume had outgrown the team. About 60% of inbound calls went unanswered, and staff answering phones were pulled away from guests in the venue.
Every missed call was a lost booking, and callers who got no answer moved on. Peak hours were when the phones were hardest to cover.
What we built
How it works
- 01RefreshEach night the venue's website and documents are ingested into the knowledge store.
- 02AnswerA guest calls, and the voice agent picks up straight away, with no queue.
- 03ResolveThe agent pulls venue facts from the knowledge store and handles the booking or question.
- 04EscalateAnything complex goes to a member of staff with the context, and the call record is logged.
Results
About 75% of calls were fully resolved with no human involved, and no additional staff were hired. Staff could stay with guests in the venue instead of juggling the phones.
