running the courtesy bus line for a country pub.
a central queensland pub ran its courtesy bus off the bar phone. bookings landed mid-service and addresses travelled on scraps of paper.
up a level
/case-studies
the situation.
the phone behind the bar rang hardest exactly when the bar was busiest. staff took a name and an address between pouring drinks, wrote it on whatever was to hand, and walked it out to the driver.
the addresses were the problem. local street names do not sound like they are spelled, a caller who has had a few is not a reliable narrator, and a bus sent to the wrong street is an hour nobody gets back.
the client
what we built.
an agent that answers the courtesy bus line, takes the pickup, and checks the address against a real map before anything moves. when a caller genuinely cannot say where they are, it texts them a map and uses the pin they drop.
we taught it the local street names and the way locals pronounce them, so a caller saying "chudley" gets chudleigh drive rather than a shrug.
the rule
what changed.
the job leaves the bar. the driver gets a confirmed street rather than a note, and nobody behind the bar is taking down an address mid-service.
how far is a decision the map makes, not the agent. if that check ever fails, the bus goes anyway, because a pub that strands a customer has a worse problem than a bus that drove too far.
