As unusual as sketch is as a dining experience, it's challenges are not different to most highly thought of restaurants.
They still have the daily queries about bookings, dress codes, dietary requirements and similar requests. Added to that, the complication of 4 different and unique restaurants in one and you have a business that generates a multitude of questions that are typically fielded by phone or email.
They are probably the busiest restaurant chatbot that we have to date.
As this whole experience is like Alice in Wonderland, sketch have a huge amount of different questions that go beyond your standard restaurant, so all in all they get literally hundreds of queries at a day.
With this being fired directly at their reservations team, they were swamped by simple enquiries that did not need to be handled personally on the phone or by email.
It was a real surprise to all of the team and indeed ourselves (biased or not) how successful and how engaged the sketch audience were with a chatbot helping with their queries.
Typically a chatbot will take 30% of the traffic of a website and answer there queries via conversational assistance, we see some higher statistics with some clients, but sketch was higher again and looks to be the primary point of contact for queries across the business now.
The client reported that they were convinced that we had dealt with 90% of the queries that could be predicted and it is looking to be pretty accurate in that regard.
Also and more importantly, sketch had a noticeable reduction in calls into the business against a rise of bookings. These are the sums that we like to see and make a very compelling arguement.