The Mayfair Emerald · Emerald, QueenslandA courtesy bus line made hands-free
The Mayfair Emerald put its courtesy bus phone line on our dispatch agent. The agent takes the call, checks the address, sends the job to the drivers and texts the caller when a driver accepts, and 98 calls in 100 never reach a person.
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Card to the driversTelegram
Pickup · 3 passengers · Chudleigh Drive
Texts to the callerSMS
Your pickup has gone to the drivers.
Sam has your pickup and is on the way.
- 98%Calls finished without a person
- 54.5 sMedian call
- 1m 58sMedian wait for a driver to accept
- 95%Pickups accepted by a driver
Sebastiaan de KortExecutive Chef, The Mayfair Emerald
themayfairemerald.com.auWe're serving thousands of patrons a week, and every call that pulled someone off the floor mid-service used to cost us. Having the AI handle the courtesy bus bookings has taken that pressure right off, our team can stay focused on the guests in front of them, and we're actually optimising the bus run better than we were before.
The venue
The Mayfair Emerald is a pub, bistro, motel and drive-through bottle shop in Emerald, central Queensland. It serves about 3,000 meals a week, 400 to 600 a service.
The venue runs a free courtesy bus within 8 km, 6am to 11pm, seven days a week, on three buses whose drivers use their own phones. Before Casey, the whole bus line ran through WhatsApp group chats.
The bus line by hand
Double handling
Whoever answered wrote down a name, a phone number, a headcount and an address, then typed it into the drivers' group chat. There were six chats, each with more than fifty members.
No record of the job
A driver's emoji on the message was the only sign a job had been taken. Nothing recorded who took it or when, and there was no drop-off step.
Callers ringing back
A language barrier on a busy night, a wrong address or a backlog sent callers back to the phone. Management put the wait for a pickup at five to twenty minutes.
The bus line on Casey
Casey answers the bus number, takes a name, a headcount and a pickup address, and checks the address against Google Maps before reading it back. The job lands in the drivers' Telegram group as a card, and the first driver to tap Accept holds it.
- Asks for a person: put through to the venue54.5 s median callCasey answersFirst ring
- Name
- Headcount
- Pickup address
- Address checkedGoogle Maps
“Chudley”
Chudleigh Drive, read back. Inside the 8 km run.
- Nobody accepts: nudged at 5 and 10 minutes1m 58s median acceptCard to the driversTelegram
Pickup · 3 passengers · Chudleigh Drive
The first driver to tap Accept holds the job.
- Caller told twiceSMS
Your pickup has gone to the drivers.
Sam has your pickup and is on the way.
Rings back: hears the live status, can cancel
Drivers on their own phones
A card in a Telegram group replaced the message and the thumbs-up. The drivers kept their own phones and the bar installed nothing.
A person on any call
A caller who asks for a person is put through to the venue. Management sees every job in the drivers' chat and can send the line back to the bar at any time.
Every call transcribed
Every call is recorded and transcribed, and every job shows who accepted it and when. The venue can read a Friday night back the next morning.
Figures from the bus line
- Handled by the agent98%The other two in a hundred asked for a person and were put through to the venue.
- Median call54.5 sName, headcount, address and a read-back.
- Ring to driver~2m 52sThe clock runs from the first ring to a driver holding the job. The bar took about 12 minutes.
- Median accept1m 58sThe clock runs from the card landing in the drivers' chat to a driver holding it.
- Pickups accepted95%A driver tapped Accept on the card.
- After 6pm43%47 per cent land on a Friday or Saturday.
- Passengers a pickup2.4The average headcount on an accepted job.
Dispatch for another venue
The next venue
The Mayfair build was the first, and it took under four weeks from a signed contract to Casey answering the venue's own number. The line is a pattern now, and the next venue is live in up to five business days.
Who built it
We build custom AI systems for Australian businesses from Perth. Casey runs on the voice platform we built and operate ourselves, the people who built the line answer the support number, and the Mayfair build ran remotely.
Questions
At the Mayfair, 98 calls in 100 finish without a person. The median call is under a minute, and the caller gets two texts the old line never sent: one when the job reaches the drivers and one naming the driver who accepted it. Anyone who asks for a person is put through to the venue.
Casey reads the address back to the caller and checks it against Google Maps before a driver sees it. A pickup outside the 8 km run is declined on the call, and a caller who cannot say where they are gets a map link to drop a pin. If a wrong address still gets through, the driver can query it from the card, and the caller can ring back to cancel or rebook.
They installed Telegram on the phones they already had. Each job arrives as a card with Accept, Picked up and Dropped off buttons, and the first driver to tap Accept holds the job. That replaced a message in a WhatsApp group and a thumbs-up.
Yes. A caller who asks for a person is put through to the venue, management can see every job in the drivers' chat, and the bus number can be forwarded back to the bar at any time.
How the bus runs: the radius, the hours, who drives and what a caller has to give. Permission to forward the bus number, which we arranged with their phone company. And a Telegram group for the drivers, which we set up together. The first build took under four weeks from a signed contract to Casey answering the venue's own number.
No. It fits any phone line where a caller asks for something to be sent somewhere: a tradie's after-hours line, a tow operator, a taxi co-op, a hotel shuttle, community transport.
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