Smarter Communication with AI: How I Helped Fletcher’s Restaurant Streamline Customer Enquiries

Services:

AI Integration, Web Development, Customer Experience, Workflow Automation

Client:

Fletcher's Restaurant

Brief:

We’re receiving a growing number of customer enquiries and need a solution that reduces repetitive admin for staff while improving the online experience for guests. The system must integrate seamlessly with our existing website and Contact Form Manager, provide instant answers for customers on the front end, and suggest draft replies for staff on the back end — all while keeping our personal touch and consistent tone of voice.

Outcome:

The project delivered a dual AI-powered solution that worked seamlessly front-of-house and back-of-house. Customers now benefit from an AI-enhanced contact form that provides instant answers to common questions, improving the online experience and reducing delays. Staff gained a “Suggest Reply” tool within the Contact Form Manager, allowing them to generate accurate, tone-matched draft responses quickly. Together, these tools reduced admin time, improved response consistency, and allowed the team to focus more on hospitality and guest experience.

Smarter Communication with AI: How I Helped Fletcher’s Restaurant Streamline Customer Enquiries

Fletcher’s Restaurant in Plymouth is known for its exceptional service and fine dining. As the restaurant’s popularity grew, so did the number of customer enquiries — from simple booking questions to details about menus, timings, and dress code.

Answering the same types of questions repeatedly was putting extra pressure on the team. The challenge was to reduce this workload while keeping Fletcher’s warm, personal approach to service.

The Challenge

Customers often asked the same routine questions via the website’s contact form.
Staff spent unnecessary time drafting near-identical replies.
The solution had to integrate seamlessly into Fletcher’s existing website and systems.

The Solution: AI at the Front and Back of House

I created a two-part AI-powered solution:

Customer-Facing AI Contact Form
- Integrated an “Ask AI” button into the website’s contact form.
- Customers can now get instant, accurate answers to common questions — such as “Do you have a pre-theatre menu?” or “Are smart shorts acceptable for men?”.
- The AI uses Fletcher’s own FAQs as its knowledge base, ensuring the responses stay true to the restaurant’s brand and policies.
Staff-Facing Suggest Reply Assistant
- Inside the Contact Form Manager dashboard, staff now see a “Suggest Reply” button when handling enquiries.
- The system instantly drafts a tailored response, with a choice of styles: Strict, Helpful, or Imaginative.
- This keeps communication consistent, saves time, and allows staff to refine rather than rewrite.

The Results

✅ Customers get faster answers and a smoother online experience.
✅ Staff spend less time on repetitive admin, with AI drafting responses to routine enquiries.
✅ Replies maintain a consistent tone of voice, aligned with Fletcher’s service ethos.
✅ All improvements were added without changing the existing website structure or retraining the team.

Conclusion

This project demonstrates how AI for restaurants can work both front-of-house (improving the customer experience) and back-of-house (supporting staff). By blending automation with a human touch, Fletcher’s can focus on what really matters — welcoming guests and delivering memorable dining experiences.

Introducing AI into our website and contact system has been a real game-changer. Customers now get instant answers to common questions like menu timings or dress code, which makes their experience smoother before they even arrive. For our team, the AI-suggested replies save a huge amount of time and keep our communication consistent, while still letting us add the personal touch where it matters. It feels like we’ve gained an extra member of staff who works 24/7, and it’s allowed us to focus more on welcoming guests and running the restaurant. We couldn’t be happier with the results.

Jessica

Owner, Fletcher's Restaurant