100% of inbound calls answered
5,000+ calls handled monthly
Consistent ~75% call success rate
No additional staffing required
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
N-square 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
Anthropic’s Claude models for 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
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.
"N-Square AI 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.
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.
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.
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
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.