Frequently asked questions
Common questions about implementation, capabilities, pricing, and operational integration.
Implementation & Setup
How long does implementation take?
Initial setup takes 3-5 business days from contract signing. This includes agent configuration, testing, and staff training. We conduct test calls before going live to ensure accuracy. Rush deployment (24-48 hours) available for urgent needs with expedited setup fee.
What information do you need to get started?
We need your restaurant's operating hours, reservation policies (party size limits, advance booking window), menu highlights for common questions, and FAQ responses (parking, dress code, dietary accommodations). If you use a reservation system, we'll need API access or integration details.
Do I need new phone equipment or lines?
No hardware required. We configure call forwarding through your existing phone system. You can route calls to Implenta during specific hours (peak periods, after hours) or full-time. Your existing phone number stays the same—calls simply forward to our system before ringing your phones.
Can I test the system before committing?
Yes. During the setup phase, we provide a test number you can call to experience the agent's responses. You'll hear exactly how calls are handled before activating live service. We make adjustments based on your feedback during this testing period.
What if I need to make changes after launch?
Changes are included in your monthly service. Update hours for holidays, modify menu descriptions, adjust reservation policies, or add new FAQ responses at any time. Most updates take effect within 24 hours. Significant restructuring (complete menu overhaul, policy changes) may require brief testing before deployment.
Capabilities & Performance
How does the AI handle difficult accents or background noise?
Our speech recognition systems are trained on diverse accents and handle typical restaurant background noise (kitchen sounds, music, ambient conversation). Recognition accuracy exceeds 95% in real-world conditions. If the system can't understand something clearly, it politely asks for clarification rather than guessing.
What happens if a caller realizes they're talking to AI?
Our agents identify themselves naturally ("This is Alex") without hiding AI operation. In practice, most callers don't notice or care—they want efficient service. If someone specifically requests a human, the system transfers immediately with full conversation context. We prioritize caller experience over concealment.
Can it handle multiple calls simultaneously?
Yes. Unlike human staff, the AI handles unlimited concurrent calls without degradation. During extreme peaks (holiday reservations, special events), every caller gets immediate attention—no hold times, busy signals, or voicemail.
What if someone asks a question the AI can't answer?
The system handles three scenarios: (1) For common questions not in the FAQ, it offers to transfer to staff. (2) For ambiguous questions, it asks for clarification. (3) For complex issues requiring judgment, it escalates immediately. We log unanswered questions and update the knowledge base in monthly reviews.
Does it work with walk-in only restaurants?
Absolutely. Even without reservations, the AI handles hours inquiries, wait time estimates, menu questions, directions, and other common calls. This frees staff from answering the phone during busy periods, letting them focus entirely on in-house guests.
Pricing & Contracts
What's included in the monthly fee?
The ~$299/month covers unlimited inbound calls, SMS confirmations, ongoing updates to hours/menu/FAQs, weekly summaries, monthly performance reports, and technical support. There are no per-minute charges or volume limits. Additional locations are priced separately.
What if call volume is unexpectedly high?
No additional charges. Monthly pricing is fixed regardless of call volume. Whether you receive 100 or 1,000 calls per month, the fee remains constant. This eliminates budget surprises during busy seasons or promotional periods.
What's the contract term?
3-month minimum commitment, then month-to-month. This allows sufficient time to realize value and measure impact while maintaining flexibility. Pilot program participants may have different terms—see offering page for details.
Are there any hidden fees?
No. Setup fee (~$2,500) and monthly service fee (~$299/location) are the only charges. This covers everything: calls, SMS, updates, support, and reporting. Optional call recording adds minimal cost if enabled. We disclose all pricing upfront—no surprises.
Do you offer discounts for multiple locations?
Yes. Restaurant groups with 3+ locations receive volume pricing. Contact us for multi-location quotes. Setup fees can also be reduced for bulk deployments since configuration is largely reusable across locations.
Integration & Technical
Which reservation systems do you integrate with?
We integrate with OpenTable, Resy, and Tock via API where available. For systems without public APIs, we can operate standalone or work with your team to find manual workflow solutions. Integration complexity varies by platform—we assess during onboarding.
Can I use my existing phone number?
Yes. Your customers continue calling your existing number. We configure call forwarding so calls route to Implenta first, then escalate to your staff when needed. Alternatively, we can provide a dedicated Implenta number and you can gradually transition marketing materials.
What happens if your system goes down?
We maintain 99.9% uptime through redundant infrastructure and automated failover. In the rare event of system failure, calls automatically route to your backup number (your regular restaurant line) within 30 seconds. We provide 24/7 monitoring and incident response.
Can I listen to call recordings?
If call recording is enabled, yes. Recordings are available through a secure web dashboard along with transcripts. Retention period is 7 days by default (configurable). Call recording is optional per restaurant—some prefer transcripts only for privacy considerations.
How do I train staff on the system?
Minimal training required. Staff needs to know: (1) How to access reservation logs, (2) How escalated calls arrive (transfer with context), (3) How to request updates to FAQ/hours/menu. We provide a 15-minute overview during setup and written quick-reference guides.
Compliance & Legal
Is SMS consent handled properly?
Yes. We follow TCPA guidelines through implied verbal consent. When callers provide phone numbers for confirmations, the AI clearly states "I'll send you a confirmation text" before sending. Messages include opt-out instructions (reply STOP). This meets legal requirements for transactional SMS.
Who owns the reservation data?
You do. All reservation information, call logs, and customer data belongs to your restaurant. We're a service provider processing data on your behalf. Upon contract termination, you receive a complete export of all reservation and call data.
How is customer data protected?
Data is encrypted in transit (TLS) and at rest (AES-256). Access is restricted to authorized personnel only. Our infrastructure runs on SOC 2 Type II compliant cloud providers (AWS). We don't sell or share customer data with third parties except service providers necessary for operation (Twilio, OpenAI).
What if someone requests data deletion?
We support GDPR-style data deletion requests. Customers can contact you or us directly to request removal of their information. We delete all personal data (name, phone number, call recordings) within 30 days of request. Anonymized analytics may be retained.
What are your liability limits?
Liability is limited to service fees paid. We don't guarantee 100% error-free operation or specific business outcomes. Our responsibility is to provide best-effort service with 99.9% uptime. See our Terms of Service for complete details.
Still have questions?
Schedule a consultation to discuss your specific situation. We'll answer your questions and show you exactly how Implenta works with your restaurant's operations.
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