Phone orders represent a goldmine for restaurants—but only if you know how to mine it. While most establishments struggle with basic order-taking, smart operators are deploying voice AI to systematically increase average ticket sizes through intelligent upselling. The results speak for themselves: Loman's family pizzeria achieved a 12% ticket lift within 90 days, while BiteBerry demonstrated a 25% upsell rate at NRA 2025. (SoundHound)
The secret isn't just automation—it's strategic automation. Voice AI platforms like Hostie are transforming how restaurants handle phone interactions, moving beyond simple order-taking to sophisticated recommendation engines that suggest add-ons based on time of day, party size, and customer preferences. (Hostie AI)
This playbook deconstructs the exact tactics these successful restaurants used, providing A/B tested scripts, configuration strategies, and implementation timelines that you can deploy in your own operation. Whether you're running a single location or managing multiple sites, these proven techniques will help you capture more revenue from every phone call. (Wired)
Restaurants field between 800 and 1,000 calls per month, according to industry estimates. (Hostie AI) These calls represent direct customer intent—people calling are ready to order, not just browsing. Yet most establishments treat phone orders as a necessary evil rather than a revenue optimization opportunity.
The traditional approach fails on multiple fronts:
Voice AI systems excel at upselling because they never get tired, never forget to suggest add-ons, and can process customer data in real-time to make personalized recommendations. AI voice agents combine algorithms and machine learning to improve order accuracy, understand customer preferences, and minimize human error. (Play.ht)
The technology has reached a tipping point. AI in restaurants has been a significant part of every business industry since 2022, with the best use cases enhancing marketing, operations, and customer service. (Incentivio)
Loman's family pizzeria in suburban Chicago was losing money on phone orders. Despite high call volume, average ticket sizes remained stubbornly low at $18.50. Staff turnover meant inconsistent service, and during dinner rush, order-takers focused solely on speed, missing obvious upsell opportunities.
Loman's deployed Hostie's voice AI system with specific upselling protocols:
Time-Based Recommendations:
Party Size Intelligence:
Menu-Specific Triggers:
Within 90 days, Loman's achieved:
The AI system handled 78% of calls without human intervention, freeing staff to focus on food preparation and in-store service. (Wired)
BiteBerry, a fast-casual chain with 23 locations, showcased their voice AI upselling system at the National Restaurant Association Show 2025. Their approach went beyond basic suggestions to create a sophisticated recommendation engine.
Customer History Integration:
The system accessed previous order data to make personalized suggestions:
Dynamic Pricing Strategies:
Emotional Intelligence Programming:
The AI was trained to read vocal cues and adjust its approach:
BiteBerry's success demonstrated that sophisticated AI implementation could rival or exceed human performance in upselling scenarios. (SevenRooms)
Hostie AI is designed for restaurants, made by restaurants, offering an automated guest management system that learns and engages with nuance. (Hostie AI) The platform integrates directly with existing reservation systems, POS systems, and event planning software, making implementation seamless.
1. Menu Analysis and Categorization
First, categorize your menu items by:
2. Time-Based Rules Setup
Lunch Period (11 AM - 2 PM):
- Primary upsell: Beverages (85% margin)
- Secondary upsell: Desserts (70% margin)
- Tertiary upsell: Appetizers (quick prep items only)
Dinner Period (5 PM - 9 PM):
- Primary upsell: Appetizers (builds ticket size)
- Secondary upsell: Premium entree upgrades
- Tertiary upsell: Wine/beer pairings
Late Night (9 PM - Close):
- Primary upsell: High-margin specialty items
- Secondary upsell: Shareable appetizers
- Tertiary upsell: Desserts and beverages
3. Party Size Intelligence Configuration
| Party Size | Primary Suggestion | Secondary Suggestion | Script Approach |
|---|---|---|---|
| 1 person | Beverage + dessert | Upgrade to combo | "Complete your meal with..." |
| 2-3 people | Appetizer to share | Extra side dishes | "Perfect for sharing..." |
| 4-6 people | Family-size portions | Multiple appetizers | "For your group, I'd recommend..." |
| 7+ people | Catering packages | Bulk discounts | "Let me suggest our party options..." |
Customer Recognition:
Hostie's AI can identify repeat customers through phone number recognition, enabling personalized interactions:
Seasonal and Promotional Integration:
The system automatically incorporates current promotions:
Scenario: Customer orders a large pizza
AI Response: "Great choice on the large pepperoni pizza! That'll be ready in 20 minutes. Can I add some garlic bread and a 2-liter Coke to complete your order? It's just $6.99 for both."
Performance: 23% acceptance rate
Scenario: Same customer, same order
AI Response: "Excellent! The large pepperoni pizza is one of our most popular items. I can make this a complete meal deal with garlic bread and a 2-liter drink for just $6.99 extra—that saves you $3.50 compared to ordering separately. Should I add that?"
Performance: 31% acceptance rate
Scenario: Same customer, same order
AI Response: "Perfect choice! Most customers who order the large pepperoni also grab our garlic bread—it's made fresh and pairs perfectly with the pizza. And since you're getting a large pizza, a 2-liter drink makes sense for the group. Can I add both for $6.99?"
Performance: 28% acceptance rate
Scenario: Same customer, same order
AI Response: "Great! The large pepperoni will be ready in 20 minutes. Are you planning to share this pizza? If so, I'd recommend adding some garlic bread and drinks—very popular with groups. Should I include those?"
Performance: 35% acceptance rate (highest performing)
The question-based approach (Script D) performed best because:
Week 1: System Setup
Week 2: Menu Analysis
Week 3: Script Development
Week 4: Soft Launch
Week 5-6: A/B Script Testing
Week 7-8: Advanced Features
Week 9-10: Full Deployment
Week 11-12: Performance Analysis
Weather-Based Suggestions:
Time-Sensitive Offers:
Scarcity:
Social Proof:
Loss Aversion:
The AI system should prioritize items based on:
Average Ticket Size:
Upsell Acceptance Rate:
Revenue Per Call:
Customer Satisfaction:
Operational Efficiency:
Cost Savings:
| Metric | Baseline | Month 1 | Month 2 | Month 3 | Target |
|---|---|---|---|---|---|
| Avg Ticket Size | $18.50 | $19.20 | $20.10 | $20.72 | $20.50 |
| Upsell Rate | 12% | 18% | 24% | 31% | 25% |
| Revenue/Call | $16.80 | $18.40 | $19.90 | $21.20 | $20.00 |
| Customer Satisfaction | 3.2/5 | 3.6/5 | 4.1/5 | 4.3/5 | 4.0/5 |
| Call Handle Time | 4.2 min | 3.8 min | 3.5 min | 3.2 min | 3.5 min |
Problem: Some customers prefer human interaction and may hang up when they realize they're speaking to AI.
Solution:
Problem: Restaurants with extensive menus or complex customization options may overwhelm the AI system.
Solution:
Problem: Existing POS systems may not integrate smoothly with AI platforms.
Solution:
Problem: Employees may fear job displacement or resist new technology.
Solution:
Implementation Costs:
Revenue Benefits (Based on 500 calls/month):
Cost Savings:
Total Annual Benefit: $30,600-42,600
Net ROI: 155-255% in first year
Voice AI can provide restaurants with a 760% annual ROI by reducing staff labor costs, with annual labor costs estimated at $45,724 including salary and training expenses. (SoundHound)
Multilingual Capabilities:
Hostie's AI, Jasmine, speaks 20 languages fluently, catering to both local and international guests. (Hostie AI) This capability becomes increasingly important in diverse markets.
Predictive Analytics:
Future systems will predict customer preferences based on:
Integration Expansion:
AI systems will increasingly integrate with:
Data Collection:
Staff Development:
The evidence is clear: voice AI upselling can deliver significant revenue improvements in just 90 days. Loman's 12% ticket lift and BiteBerry's 25% upsell rate demonstrate what's possible with strategic implementation. (AppFront)
The key to success lies in systematic implementation:
Hostie AI provides the platform and tools needed to implement these strategies effectively. The system integrates directly with existing reservation systems, POS systems, and event planning software, making deployment straightforward for restaurants of any size. (Hostie AI)
The restaurant industry is experiencing "unbelievable, crazy growth" in AI adoption, and early adopters are capturing significant competitive advantages. (Hostie AI) The question isn't whether to implement voice AI upselling—it's how quickly you can get started.
Your customers are calling. Make sure every conversation counts.
Voice AI can boost average phone order values by 12-25% within 90 days. Real case studies show Loman's pizzeria achieved a 12% ticket lift, while BiteBerry reached 25% upsell rates using strategic voice AI implementation.
Voice AI provides consistent upselling performance without fatigue, handles multiple calls simultaneously, and uses data-driven scripts optimized through A/B testing. Unlike human staff who may forget to upsell during busy periods, AI maintains 100% consistency in suggesting relevant add-ons and upgrades.
Hostie AI features Jasmine, a multilingual AI that speaks 20 languages fluently and integrates directly with major POS systems for seamless order management. The platform handles calls, texts, emails, reservations, and orders 24/7, ensuring no revenue opportunity is missed while maintaining consistent upselling protocols.
Restaurants can achieve up to 760% annual ROI with voice AI for phone ordering by reducing labor costs and increasing order values. With annual labor costs around $45,724 per position and premium AI solutions available for approximately $5,998 annually, the cost savings combined with upselling revenue create substantial returns.
A complete voice AI upselling system can be implemented within 90 days following a structured playbook approach. This includes initial setup, script optimization through A/B testing, staff training, and performance monitoring to achieve the target 12-25% increase in average order values.
Only 10% of calls to AI voice hosts result in being directed to an actual human, according to industry data. This means 90% of phone interactions can be handled entirely by AI, including order taking, upselling, answering menu questions, and providing restaurant information, significantly reducing staff workload.