Capturing 100% of inbound demand with AI voice agents

Turning Missed Calls into Captured Revenue

Like many high-volume experiential venues, Topgolf Oberhausen faced a silent but costly problem: their team was overwhelmed by inbound calls — and missing nearly 60% of them.

Executive Summary

Topgolf Oberhausen partnered with TrueHorizon AI to eliminate missed inbound calls and turn their front desk into an always-on, revenue-capturing system. Like many high-volume experiential venues, Topgolf Oberhausen faced a silent but costly problem: their team was overwhelmed by inbound calls — and missing nearly 60% of them. Every missed call represented lost bookings, frustrated guests, and revenue that never even had a chance to convert.

TrueHorizon AI deployed a production-grade AI voice receptionist that answers 100% of inbound calls, handles bookings and enquiries in real time, and seamlessly escalates to humans when needed. The result: zero missed calls, higher booking capture, and immediate revenue uplift — without adding headcount.

The Problem: High-Intent Calls, No Capacity to Answer Them

Topgolf Oberhausen operates in a high-intent environment. People don't call casually — they call to book bays, plan events, ask time-sensitive questions, and confirm availability. But call volume had outgrown human capacity.

Key challenges included:

• Approximately 60% of inbound calls going unanswered
• Staff pulled away from in-venue guest experience
• Missed bookings during peak hours
• No scalable way to handle demand spikes
• Revenue loss that was invisible but compounding daily

When a guest calls and no one answers, they don't wait — they move on. Topgolf didn't need more "call analytics." They needed someone to pick up — every time.

The Vision: Never Miss a Call Again

The goal was simple and uncompromising: answer 100% of inbound calls — with human-level quality — at all times.

Not voicemail. Not "press 1 for this, press 2 for that." And not a brittle IVR that frustrates customers.

Topgolf wanted a voice agent that:

• Sounds natural and human
• Understands context and intent
• Answers real questions accurately
• Handles bookings confidently end-to-end
• Knows when and how to escalate to a human
• Runs reliably in production, not just in a demo

The Solution: A Human-Like AI Voice Receptionist

TrueHorizon AI designed and deployed a production-grade voice agent purpose-built for real-world hospitality operations.

The core architecture includes:

• ElevenLabs for human-like speech synthesis
• AgentKit workflow orchestration
• Advanced Retrieval-Augmented Generation (RAG) as the knowledge engine
• High-speed semantic retrieval via a vector database
• Dynamic web scraping + scheduled refreshes for live data ingestion
• A static knowledge base covering canonical policies, FAQs, pricing, hours, and events

This was not a demo bot. It was a reliable, enterprise-grade system designed to operate continuously in a high-volume, revenue-critical environment.

How the Voice Agent Works

Every inbound call is picked up instantly — no queues, no missed rings.

From the customer's perspective, it feels like calling a highly trained receptionist:

• The agent distinguishes booking intent vs. general enquiry
• Answers detailed questions in natural, conversational language
• Pulls correct and up-to-date information from live and static sources
• Handles interruptions, clarifications, and follow-up questions gracefully

Thanks to a cutting-edge RAG system, the agent doesn't hallucinate or guess — it retrieves verified answers grounded in Topgolf's real data.

Operationally:

• Booking enquiries are handled immediately and end-to-end where possible
• High-confidence resolutions stay fully automated
• Complex or edge cases are transferred cleanly to a human, with context

No dead ends. No frustrated callers repeating themselves.

What Makes This System Different

"TrueHorizon is a smart and capable team, and you guys did a great job" — Philip Fu, CTO of Topgolf Europe

This was not just "LLM + prompt." TrueHorizon built a defensive, production-safe AI stack designed for reliability and control.

Key differentiators:

• Dynamic web scraping to reflect live updates (hours, events, pricing changes)
• Statically curated knowledge for critical, canonical facts
• Scheduled refresh pipelines to keep information current without manual overhead
• Vector-based semantic search for fast, context-aware retrieval
• Guardrails against hallucination, ensuring responses stay grounded in approved data
• Deterministic workflow logic via n8n, so key flows behave predictably every time

The result is a voice agent that behaves like a trained employee — not an experiment.

Measurable Results

Within weeks of deployment, Topgolf Oberhausen achieved:

• 100% of inbound calls answered
• Thousands of calls handled autonomously
• A consistent ~75% call success rate at scale (fully resolved without human intervention)
• Increased booking capture and reduced leakage
• Immediate reduction in missed revenue
• No additional staffing required

From the live dashboard:

• 5,000+ calls handled in a single month
• Average call duration ~1.5 minutes
• Stable performance under real-world load and peak demand

Every call answered is a chance to convert. Previously, most of those chances were lost.

Business Impact

What changed wasn't just call handling — it was revenue certainty.

• Demand is no longer throttled by staff availability
• Peak hours no longer mean missed bookings and unanswered phones
• Staff can focus on in-venue guest experience instead of juggling calls
• Management gains confidence that inbound demand is fully captured

This is what AI looks like when it works quietly in the background — and pays for itself.

Why This Matters

For hospitality, entertainment, and experience-driven businesses, inbound calls are high-intent revenue. Missing them is equivalent to locking the front door during peak hours.

AI voice agents in this context are not about novelty. They are about:

• Reliability at scale
• Consistent execution, 7 days a week
• Always-on coverage for high-intent demand

Topgolf Oberhausen now has an always-on receptionist with:

• Infinite patience
• Zero sick days
• Consistent, policy-aligned performance

The Takeaway

This is not a chatbot. This is not an IVR. This is not a demo.

It is a production-grade AI employee — designed to capture revenue that was previously lost, silently and permanently.

Topgolf Oberhausen didn't just add automation. They removed a revenue ceiling.