How Innovative Dining Group Captured 100% of After-Hours Calls and Booked 1,200+ Reservations with Revmo

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.

The after-hours gap was the single biggest issue. 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.

During business hours, a dedicated reservationist team fielded calls from 10am to 3pm, and then the host stand took over. But during peak service, hosts were torn between greeting guests at the door and answering a phone that would not stop ringing. At BOA West Hollywood alone, the team logged 364 calls in a single week during peak periods. Something had to give, and too often it was the in-person guest experience.

The existing IVR wasn’t solving the problem either. 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 with the IVR, 65% to 70% were trying to reach a human anyway, meaning hosts were getting pulled to the phone regardless.

There was also a visibility gap. 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.

Underneath all of it was a labor question. The dedicated reservationist role was set to turn over, and IDG’s marketing lead wanted the opportunity to reallocate that budget toward a higher-skilled hire rather than backfilling a phone seat.

Why Revmo

An upscale brand needs an upscale voice.

What mattered to IDG was that the solution could match the brand. BOA Steakhouse and Sushi Roku aren’t casual dining. Every guest interaction reflects on the brand, 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. They added tasteful background ambiance to make the experience feel natural rather than automated.

Mark Joaquin, VP of Finance, tested the system extensively himself before showing it to leadership. When IDG’s CEO heard the final version, he called Mark directly to share his reaction.

The SevenRooms integration was another deciding factor. IDG needed the AI to do more than answer calls. It needed to pull up guest profiles on inbound, recognize Swan status, book reservations, modify existing bookings, and tag special occasions, all within the system IDG already used.

The Rollout: Fine dining precision applied to an AI launch

IDG approached the rollout the way they approach service: carefully, with attention to detail, and with nothing going live until it met their standard.

Listen-In Phase: Build the Baseline

In August 2025, Revmo activated listen-in mode at BOA West Hollywood and BOA Austin. For three months, the system observed call patterns, captured volume data, and identified the most common caller intents. This phase confirmed that reservations accounted for 34% of all productive call traffic and that the after-hours gap was the single biggest missed opportunity.

Phased Rollout and Expansion

Revmo first went live on November 17, 2025, at BOA Steakhouse in West Hollywood and Austin. In the lead-up to launch, the team refined agent behavior, completed the SevenRooms integration, tested voice options, and conducted internal trials. By launch day, the system was fully handling reservation bookings, modifications, cancellations, VIP recognition, menu recommendations, and after-hours calls.

The rollout expanded six weeks later with Sushi Roku Palo Alto going live on December 29, 2025. In February 2026, IDG further broadened access by introducing a Spanish-language agent at BOA Austin, extending coverage to a wider guest base.

What the Agent Handles Today

The Revmo agent handles the full reservation workflows inside SevenRooms. That includes booking new reservations, modifying or canceling existing ones, and updating status when a guest is running late. Because the agent is integrated with SevenRooms on inbound, it recognizes Swans and returning guests by caller ID and greets them by name, and it tags reservations with special occasions like birthdays, celebrations, and promotions.

The agent also handles the conversational nuance that comes with upscale hospitality. It suggests alternate dates and times when the first choice isn’t available, and it cross-sells to sister restaurants when a location is fully committed, sending a BOA West Hollywood inquiry to Santa Monica, Manhattan Beach, or Katana, or routing a BOA Austin caller to Sushi Roku. It captures payment to hold holiday reservations, answers questions about hours, directions, dress code, and menu, and sends text-based links for menus, online booking, or directions when that’s easier for the guest. After hours, it handles every call that used to ring into an empty restaurant.

Every After-Hours Call Answered for the First Time

Before Revmo, 100% of after-hours calls went unanswered. That’s now reversed. Every after-hours call at BOA locations reaches the agent, and over 5,100 of them have been captured in the first four months. Nearly 10% of those after-hours calls converted directly into booked reservations, representing 479 tables that would have been voicemails a year ago.

After-hours demand is clearly growing as guests learn they can reach someone late at night. Monthly bookings saw a 147% increase from late fall into early winter, then stabilized at a consistently higher level in the following months. The pattern points to sustained, repeat demand that wasn’t visible before.

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 over the first four months. For every 10 reservations the agent booked from scratch, it handled another 5 modifications, which adds up to a meaningful share of the total reservation workflow moving off the host stand.

Booking volume grew 22% from the first half to the second half of the measurement period as the agent matured and more callers engaged with it directly. 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. That’s hundreds of calls per week that no longer interrupt the host stand at BOA West Hollywood alone. The time has gone back to greeting guests at the door, managing the dining room, and delivering the in-person experience that defines the brand.

The dedicated off-premise reservationist role has been repositioned. IDG is now replacing that phone-focused position with a higher-skilled hire, reallocating labor from repetitive phone work toward roles that drive more value for the business.

The Unexpected Win: Call Quality Visibility

Before Revmo, IDG had no way to audit what was being said on the phone. If a host told a caller the restaurant was full when open tables were available, that mistake was invisible. Now every interaction is transcribed and auditable. IDG has visibility into the quality and accuracy of guest communications for the first time, giving them a tool to maintain consistency across locations.

What’s Next

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. Not quite day-one, but close.

About Innovative Dining Group

Innovative Dining Group (IDG) is a Los Angeles-based restaurant group operating upscale and fine dining concepts including BOA Steakhouse, Sushi Roku, and Katana. Known for celebrity clientele and a high-touch guest experience, IDG operates locations across Los Angeles, Austin, Palo Alto, and Las Vegas.

About Revmo AI

Revmo AI is a workflow orchestration platform that answers every inbound interaction and carries it through to completion, 24/7. Built for multi-location enterprises, Revmo’s virtual agent handles voice, email, chat, and SMS in 32 languages, and integrates directly with the systems you already run on. Instead of just answering the call or handing off at the first complex step, Revmo completes the workflow, whether that’s booking the appointment, resolving the question, or closing the sale. The result: staff freed from repetitive intake, customers who get real answers, and inbound interactions that turn into revenue.