Casanova deployed itellicoAI's Voice AI as a 24/7 virtual receptionist to handle every call that arrives when the front desk is closed — delivering consistent reception coverage in the venue's voice across nights, weekends, and busy intervals.
55%
calls resolved
24/7
inbound coverage
~2 min
avg resolution
0
missed calls
Challenge
Like most hospitality operators, Casanova lives or dies on the phone. A call that goes unanswered is a guest who doesn't book, a question that doesn't get answered, and a small reputation hit that compounds. Staffing reception across all the hours guests actually call — late evenings, weekends, shoulder hours — was either prohibitively expensive or delivered an inconsistent experience. Voicemail isn't an answer; most callers don't leave one.
Entertainment
Solution
itellicoAI's inbound voice agent picks up calls outside the staffed hours, introduces itself as the venue's virtual assistant, answers the most common questions about the venue (location, hours, offerings, reservations), and hands off cleanly to a human path when the conversation needs one. A second agent runs internally as an operational tool for the team.
Execution
This case follows a practical rollout pattern that combines clear KPIs, integrated use cases, and weekly optimization.
The team defined a clear KPI, mapped priority call intents, and agreed on transfer rules before launch.
Voice AI use cases were connected to the existing process so conversations could trigger real next actions.
Performance was improved with iterative prompt updates and regular review of call outcomes.
With itellico.ai we've taken our customer service to a new level. Our guests now get every detail about the artist programme and our venue around the clock — fast, simple, and always friendly. For us, that's a real load off the team and a noticeably better service experience.
Mag. Martin Reiter
Managing Partner, Casanova Vienna
Conclusion
Casanova shows how Voice AI works as a 24/7 reception desk: one agent, one venue, a tightly scoped configuration. The same pattern transfers to other hospitality operators or similar service businesses — clinics, salons, property managers.
We can map your process and launch a voice AI use case tailored to your team.
Questions
55% calls resolved.
This deployment used FAQ & Information, Receptionist, Reservation Management.
Yes. The same rollout pattern can be adapted to your call flows, goals, and escalation model.
Most teams launch an initial version in days and then optimize with live call data.
Start with one high-impact call flow, define transfer guardrails, and measure one clear KPI from day one.
