Loman reliably handles millions of calls for restaurants with Twilio

Challenge

Loman needed a communications platform that could handle millions of AI-driven restaurant calls with low latency and zero downtime. They turned to Twilio for lightning-fast responses, reliability, and scale.

Solution

Twilio’s reliable voice and messaging APIs gave Loman the infrastructure to deploy AI agents instantly and manage calls seamlessly across countries. Now Loman could focus on scaling its AI platform and delivering consistent, human-like service for every restaurant.

Running a restaurant today can feel like a nonstop hustle. From sourcing ingredients to hiring to day-to-day operations, it’s a massive undertaking, and every unanswered call is a missed chance to create a loyal customer. With up to 40% of restaurant calls going unanswered, owners are trying and failing to do it all.

Running a restaurant today is tougher than ever. Costs keep rising, good staff is hard to find, and guests expect a lot but are quick to move on when their experience falls short. When calls go unanswered, it means missed business and fewer chances to turn a guest into a regular.

Loman helps restaurants stay connected when it matters most. Their voice AI answers every call, takes orders, and books tables any time of day. Even during the busiest rush, every caller gets the attention they deserve.

Now when hungry customers call, they reach a voice AI that sounds natural, handles even the most complex orders, and never misses a call. Restaurants of any size can offer seamless service that keeps guests coming back.

Missed calls, missed orders, and missed revenue

Before Loman, restaurant owners were stuck in a painful dilemma: staff phones or serving guests. But every time the phone goes unanswered, potential revenue slips through the cracks.

“Restaurants are losing $20 billion a year by not answering the phone,” explains Christian Wiens, Loman’s co-founder and CEO. “Between 30 and 40 percent of calls are missed or put on hold. After 90 seconds, 60% of callers hang up. It’s not because owners don’t care, it’s because they simply can’t keep up.”

Ongoing labor shortages only make things worse. Front-of-house positions are increasingly hard to fill, as minimum wages rise and fewer people want to take on service jobs. Even when staffed, training and turnover remain constant headaches. 

“Younger people don't want to work these jobs anymore,” Wiens says. “It's such a high turnover position, and really hard to hire for.”

Restaurants also struggle to maintain consistency. A new employee might forget to upsell, mishear an order, or miss a reservation request entirely. Guests often feel rushed and don’t want to ask questions they otherwise would when speaking with a voice AI. 

“A lot of times people feel like they're burdening somebody when they ask what’s on the menu,” Wiens explains. “We would love for customers to ask as many questions as they need to.”

That’s where Loman saw an opportunity—not just to automate, but to elevate the digital experience.

Today’s special: Higher revenue, higher order value - hold the missed calls

Within six months of implementation, restaurants using Loman see on average:

• 26% increase in phone order revenue

• 23% higher average order value

Over $2,500/month saved in labor per monthThose numbers tell a powerful story. Every captured call means new revenue, while automatic upselling boosts profitability. And because the AI never forgets, every caller receives a consistent, personalized experience.

“One of our customers increased monthly phone order revenue by over 26% after six months with us, and their average order value jumped by 18%,” Wiens says. ”I have never sold something to a customer where they want the solution so badly that they are willing to upend the way they do things in their business to use it.”

It’s not just about efficiency, it’s about building real connections. Loman’s AI memory allows it to recognize repeat callers, recall recent orders, and respond naturally. For guests, it feels like talking to the same friendly staff member every time. For owners, it’s a reliable extension of their team.

“The magic happens in our onboarding and learning process,” says Derr. “Menus can be really complex with up to 500 items. But our automated onboarding flow trains the system to understand every nuance. Then, over time, it learns from real customer interactions. Every call makes the AI better.”

Because Twilio’s latency is so low, the AI’s responses are nearly instantaneous. “It’s actually so quick that we sometimes have to slow it down,” Derr laughs. “The conversation feels incredibly natural. Around 30–40% of callers don’t even realize they’re speaking to an AI.”

From the first dinner date to a lifelong regular

For restaurants, Loman is more than just a technology solution—it’s a lifeline. By partnering with Twilio, Loman has built a platform that empowers local restaurants to deliver exceptional customer service, even in the face of daily challenges. No matter what pressures restaurant owners face, Loman’s platform enables any establishment to create memorable guest experiences that turn first-time diners into loyal regulars. The result is an industry shift where even a family-owned pizzeria can offer 24/7, high-touch service

“There are so many things to worry about as a founder,” says Wiens. “The infrastructure underpinning your main product shouldn’t be one of them.”

As Loman continues to grow, the partnership stands as proof of what’s possible when AI innovation meets reliable communications infrastructure. It’s the future of hospitality: smarter, more personal, and finally within reach for the restaurants that need it most