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AI-Powered Healthcare: The Future of Patient Care
Healthcare
February 13, 2025

AI-Powered Healthcare: The Future of Patient Care

Overview

Common Vice, a laid-back wine bar and eatery nestled in New Farm, Brisbane, is known for its expressive Australian natural wines, modern share plates, and warm hospitality.

When Brisbane's Comedy Fest drove a sudden spike in reservation calls, they turned to Glimbr and came through the rush stronger than ever.

The Challenge: A Sudden Spike

Pre-Festival, Common Vice's front desk managed about 25–30 daily calls from patrons asking about reservations, walk-ins, or menu details. Once Comedy Fest kicked off and more venues began recommending them as a pre- or post-show destination, call volumes surged to about 75 per day. Wait times stretched, calls started going unanswered - and their signature service ran the risk of fraying.

"Our small team was overwhelmed," says owner Lydia Tran. "We worried that guest experience was slipping at our busiest time."

Solution: Glimbr.ai Onboarded

To keep service smooth, Common Vice adopted Glimbr.ai. Setup was quick - calls were rerouted to Glimbr's AI within 48 hours, with no hardware upgrades needed.

Key features implemented:

  • Custom call flows that included Comedy Fest–specific menu and discount prompts.
  • Smart escalation, sending ambiguous or sensitive inquiries directly to staff.
  • Real-time call transcripts for monitoring, refining scripts, and spotting FAQ trends.
  • 24/7 coverage, including late-night calls during post-show hours.

Implementation unfolded across three weeks:

Week 1: Script creation and testing captured reservations, offers, dietary requests.

Week 2: Live soft launch during lunch, with ongoing script tweaks from real transcripts.

Week 3: Full deployment; Glimbr.ai handled 450 calls in one week - just 4% required human intervention.

Results & Impact

  • Zero missed calls, even when call volume peaked at 90/day.
  • 96% first-call resolution, drastically reducing hold times.
  • 18% bump in reservations, with fewer hang-ups and a 12% drop in no-shows thanks to automated reminders.
  • Customer satisfaction soared: 87% rated the phone service "fast" or "very fast," up from 42% before Glimbr.
  • Dramatic savings: Glimbr.ai cost about $86 during the surge month—versus $1,800+ for temporary reception staff.

Why Glimbr Worked for Common Vice

  • Consistent hospitality, always on, even when the team was knee-deep in running the restaurant.
  • Brand-aligned voice, not robotic or generic.
  • Effortless scaling for event demand without needing to hire.
  • Insightful data, fueling smarter menu tweaks and script refinements.

Final Thought

By trusting Glimbr.ai with their phone lines, Common Vice turned a potentially chaotic festival period into a service win. The AI upheld their hospitality values, supported staff when it mattered most, and delivered better guest experiences, seamlessly.

Asa sums it up well:
"Before call overflow during busy hours was a cause for extra stress. Now, I'm relieved to know our callers are cared for - even when our team is full tilt. That peace of mind is priceless."