# How Hawksmoor uses PolyAI

**80,000 covers**: “80,000 covers booked, and a 20% missed call rate reduced to zero”

As published on [poly.ai](https://poly.ai/customers/hawksmoor), March 2026. Captured by usedby on 2026-10-08.

- Company: [Hawksmoor](https://www.usedby.ai/companies/hawksmoor.md)
- Tool: [PolyAI](https://www.usedby.ai/tools/polyai.md)
- Teams: Reservations

## What the story says

Hawksmoor uses a PolyAI voice agent integrated with OpenTable to answer every reservation call across all 14 of its restaurants, including after hours, giving callers live table availability. The agent also handles SMS and FAQs, and its analytics show the team what callers want and where they drop off.

Summary written by usedby from the source page, in English. The figures are those of PolyAI and Hawksmoor, not ours.

> With PolyAI, every call is now answered. The 20% missed call rate has dropped to zero, and guests who previously hit voicemail at 10 pm or rang into a busy restaurant on a Saturday shift now reach the agent immediately.

- **11–12%**: “Conversion through the agent sits at 11–12%, ahead of the 8–9% conversion recorded when calls were handled in-restaurant.”
- **42,000**: “Across a full year, that came to around 42,000 unanswered calls, 20% of total call volume.”
- **1,300**: “At peak times, Hawksmoor was missing as many as 1,300 calls a week.”

> I would absolutely recommend PolyAI to other restaurants; it's been a game-changer for us. Every call is getting answered, and we've seen the benefits in terms of conversion and revenue.
>
> Alex Grace-Smith, Group Head of Reservations, Hawksmoor

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 80,000 covers is printed word for word on the page, near the name of Hawksmoor.
- Checked: the passage quoted above is copied word for word from the page, near the name of Hawksmoor.
- Checked: each number in our summary is printed on the page.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Hawksmoor uses PolyAI. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/hawksmoor-polyai · How we check: https://www.usedby.ai/methodology