HeyGuest has launched Voice AI Ordering, a fully integrated AI-powered platform that automatically answers calls, takes orders conversationally, processes payments securely and connects directly with point-of-sale systems. HeyGuest is believed to be among the first UK providers to launch this technology for the hospitality sector.
The launch comes as research from HeyGuest suggests 43% of calls to hospitality businesses go unanswered, with 60% of missed calls relating to revenue-generating enquiries such as table bookings, takeaway orders and private event enquiries. Nearly 69% of customers abandon a business if nobody answers the phone, while 85% won’t call back after reaching voicemail, creating a significant source of lost revenue.
According to HeyGuest, many venues effectively dedicate a member of staff to answering the telephone, taking bookings, processing takeaway orders, taking payments and manually entering information into booking or POS systems. By the time salary, National Insurance and other employment costs are factored in, this can cost operators around £30,000 per site, per year, while still leaving businesses vulnerable during peak trading periods.
The launch comes at a time when hospitality operators are under significant financial pressure. According to UKHospitality, 23% of businesses are operating at a loss and one in six believe they are at risk of closure within the next 12 months. Earlier research from the trade body also found that 64% of operators expect to reduce employee numbers as employment costs continue to rise, increasing the need for technologies that help businesses capture every order while enabling teams to focus on serving guests.
David Charlton, Managing Director of HeyGuest, said: “Hospitality operators have invested heavily in online ordering, but millions of pounds of revenue are still being lost through unanswered phone calls every year. Voice AI Ordering ensures every enquiry is answered instantly, helping operators capture more revenue while allowing teams to focus on delivering exceptional guest experiences.”
Voice AI Ordering transforms a venue’s phone line into a fully conversational ordering channel that answers every call instantly, takes orders naturally, processes payments securely and sends orders directly into the operator’s POS system without staff intervention.
Customers can place collection and delivery orders exactly as they would with a team member, while the AI handles menu questions, special requests, modifications and intelligent upselling in real time. Operators already using HeyGuest’s AI-driven upsell technology have seen an average 35% increase in spend per head.
David added: “This isn’t about replacing people; it’s about ensuring operators never miss another order. Every call answered, every order captured and every payment processed automatically helps protect revenue while freeing teams to focus on delivering great hospitality.”
Voice AI Ordering is designed to work alongside existing hospitality technology, integrating directly with point-of-sale systems to create a seamless end-to-end ordering journey. From answering the call and taking the order to processing payment and sending the order directly to the kitchen, the entire transaction is managed through one connected AI platform. By removing the need for staff to answer every phone call, the platform helps businesses improve efficiency, reduce operational pressure and capture revenue that might otherwise be lost.
For more information, visit here.
