🎧 Live Voice Chat with Emily our digital sommelier(Voice Chat AI)

From Pairing Question to Hold Request: Voice AI in Action

When customers call for a wine recommendation, they usually want an answer right now—and they often call during peak in-store rush. Emily, ARC’s Digital Sommelier, delivers confident pairing advice on the spot, then captures intent (like “text me the details” or “set that bottle aside”) and routes it to the right person internally. This keeps the customer experience smooth while reducing pressure on staff.

Customers increasingly expect fast responses in live support channels, and “good” help tends to land in the 1–2 minute range.



What customers get


  • Instant pairing guidance (e.g., turkey + cranberry leftovers → a Pinot Noir suggestion)
  • Simple, friendly explanations they can actually use (“why this wine works”)
  • Text follow-up with the wine name + pairing notes (so they don’t forget in the parking lot)
  • An easy path to reserve the bottle without repeating themselves
  • Confidence — pairing suggestions reduce “decision risk,” which is a real barrier for many buyers

What ARC gets


  • Fewer missed opportunities from unanswered calls (and less interruption at the counter)
  • More conversion-ready interactions: advice → decision → hold request
  • Standardized service quality across shifts (the experience doesn’t depend on who’s free)
  • Automatic documentation: call summary + transcript + contact record for training and QA
  • Measurable lift potential: research in hospitality settings has linked effective pairing recommendations with meaningful wine-sales increases
  • Proof that AI supports revenue: large operators are reporting sales lift when AI helps customer interactions become more sales-focused


What happens behind the scenes

  1. Customer calls ARC and asks for a pairing recommendation
  2. Emily asks a couple quick context questions (meal, style, budget)
  3. Emily recommends a bottle + gives a short “why it works” explanation
  4. Customer chooses a preference (e.g., “text me the details”)
  5. If the customer wants it held: Emily captures name + phone + pickup timing
  6. System generates: AI Call Recap email (summary + key fields + transcript)
  7. Internal message to Product Manager / Store Manager with the hold details
  8. Contact record update in GHL (tags, fields, notes, transcript, intent)
  9. Staff confirms availability/pickup details if needed, and the customer gets the next step fast


Notification routing (no personal phones)

  • You can set this up so the store team gets alerts via:
  • Internal notification (GHL desktop/app), and
  • Email notification to the store/manager inbox (which is typically open during shifts)


That keeps accountability clear without relying on anyone’s personal SMS.



image of Emily inn icon form
image of Emily inn icon form

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Product Manager (updates)


image of a text conversation between a Bot and product manager
image of a text conversation between a Bot and product manager


image of a GHL software in action, working on the Averill Creek wine recommendation from Emily

System sent a message to the customer.
From here the Product Manager would contact the customer via text or phone call, to confirm availability, price and that the item is awaiting collection.