How Innovative Dining Group Captured 100% of After-Hours Calls and Booked 1,200+ Reservations with Revmo
Innovative Dining Group (IDG) operates some of the most recognized upscale and fine dining destinations in Los Angeles and Austin, including BOA Steakhouse and Sushi Roku. With celebrity clientele, a VIP loyalty program called Swans, and a brand built on high-touch hospitality, every missed call carries real weight. Before Revmo, nearly 43% of BOA's call volume came in outside business hours, and 100% of those calls went unanswered — high-value guests, including celebrity assistants booking late-night reservations, had no way to reach the restaurants, and the existing IVR was losing roughly 20% of callers before they even engaged. After a phased rollout across three locations, Revmo now handles more than 12,000 calls, has booked over 1,200 reservations through the AI alone, and captures 100% of the after-hours calls that previously went to voicemail.
12,330+
Calls Handled by AI
1,200+
Reservations Booked by AI
100%
After-Hours Calls Captured
479
After-Hours Reservations Booked
The Challenge
The calls that mattered most were the ones going unanswered. IDG's restaurants aren't typical call-in operations. BOA Steakhouse and Sushi Roku serve a clientele that includes celebrities and entertainment executives. Reservations often come in at midnight for tables two days out. Before Revmo, those calls went nowhere.
Key Challenges
The After-Hours Gap
Nearly 43% of BOA's total call volume came in outside business hours, and every one of those calls went unanswered. The highest-value guests — the ones calling late at night to book VIP tables — were the ones most likely to be missed.
An Overwhelmed Host Stand
During business hours a dedicated reservationist team fielded calls from 10am to 3pm, then the host stand took over. During peak service, hosts were torn between greeting guests at the door and answering a phone that would not stop ringing — BOA West Hollywood alone logged 364 calls in a single week during peak periods.
An IVR That Couldn't Convert
Roughly 20% of callers abandoned during the greeting before even engaging, and the system couldn't actually process reservations — it just directed callers to book online. Among callers who did engage, 65% to 70% were trying to reach a human anyway, so hosts were getting pulled to the phone regardless.
No Visibility Into Call Quality
If a host told a caller the restaurant was full when it wasn't, or gave incorrect information, there was no way to catch it. No call recordings, no transcripts, no way to audit what was being said.
A Labor Question
The dedicated reservationist role was set to turn over, and IDG's marketing lead wanted to reallocate that budget toward a higher-skilled hire rather than backfilling a phone seat.
Revmo Provided
A Voice That Matches the Brand
BOA Steakhouse and Sushi Roku aren't casual dining, and a generic-sounding AI wasn't going to work. Revmo presented multiple voice options, and IDG landed on a British female voice that fit the upscale tone, with tasteful background ambiance to make the experience feel natural rather than automated. Mark Joaquin, VP of Finance, tested the system extensively himself — and when IDG's CEO heard the final version, he called Mark directly to share his reaction.
Deep SevenRooms Integration
IDG needed the AI to do more than answer calls. Integrated with SevenRooms on inbound, the agent pulls up guest profiles, recognizes Swan loyalty status, books and modifies reservations, and tags special occasions — all within the system IDG already used.
- Guest-profile lookup and Swan VIP recognition on inbound
- Book, modify, and cancel reservations inside SevenRooms
- Special-occasion tagging (birthdays, celebrations, promotions)
A Disciplined, Phased Rollout
IDG approached the launch the way they approach service. In August 2025, Revmo activated listen-in mode at BOA West Hollywood and BOA Austin for three months, confirming that reservations accounted for 34% of productive call traffic and that after-hours was the single biggest gap. Revmo went live November 17, 2025 at both BOA locations, expanded to Sushi Roku Palo Alto on December 29, and added a Spanish-language agent at BOA Austin in February 2026.
What the Agent Handles Today
The agent runs full reservation workflows — booking, modifying, canceling, and updating status when a guest is running late — and recognizes Swans and returning guests by caller ID, greeting them by name. It suggests alternate dates and times, cross-sells to sister restaurants when a location is fully committed (routing a BOA West Hollywood inquiry to Santa Monica, Manhattan Beach, or Katana, and a BOA Austin caller to Sushi Roku), captures payment to hold holiday reservations, answers questions about hours, directions, dress code, and menu, and sends text links when that's easier for the guest. After hours, it handles every call that used to ring into an empty restaurant.
The Results
Every After-Hours Call Answered for the First Time
Before Revmo, 100% of after-hours calls went unanswered. Now every after-hours call at BOA locations reaches the agent — over 5,100 captured in the first four months. Nearly 10% converted directly into booked reservations, representing 479 tables that would have been voicemails a year ago.
1,200+ Reservations Booked Without a Human Touching the Phone
Across BOA West Hollywood and Austin, the AI booked 1,208 reservations and handled another 643 modifications in the first four months. Booking volume grew 22% from the first half to the second half of the period. At Sushi Roku Palo Alto, the newer deployment added another 184 reservations booked and 88 modified in just 11 weeks.
Staff Back to Doing What They Do Best: Hospitality
Between 58% and 66% of calls at BOA locations are now fully handled by the AI without ever reaching a human — hundreds of calls per week that no longer interrupt the host stand. The dedicated off-premise reservationist role has been repositioned toward a higher-skilled hire.
The Unexpected Win: Call Quality Visibility
Before Revmo, IDG had no way to audit what was said on the phone. Now every interaction is transcribed and auditable, giving IDG visibility into the quality and accuracy of guest communications across locations for the first time.
5,100+
After-Hours Calls Captured
first 4 months
22%
Booking Growth
H1 to H2
643
Modifications Handled by AI
58–66%
Calls Fully Handled by AI
“From the Operations side, Revmo has been able to capture reservations for calls made after hours. Focusing on the transfer rate during business hours has helped our front desk team focus on guests in the restaurant. The integration with SevenRooms is quite impressive, and Revmo's agent can accomplish almost everything a human could.”
Mark Joaquin · VP of Finance · Innovative Dining Group
Conclusion
IDG plans to expand Revmo to its remaining locations. The Spanish-language agent at BOA Austin is still in early stages, and the team is evaluating timing for additional restaurants, including a Las Vegas location with unique conference-driven call patterns. Mark's approach to new locations reflects IDG's standard for everything: run the system for about a week first, make sure the experience is dialed in, and then put it in front of guests.
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