Case study
KOTA
Conversation as infrastructure.
Turns restaurant phone calls into structured, actionable orders without requiring the restaurant to replace or deeply integrate its POS.
Built for environments where missed calls mean lost revenue, and speed matters more than perfect inputs. This page documents how the system works, and where it does not.
Voice Agent · LLM Orchestration · Menu Intelligence · Real-time Streaming · Order Sync
Messy speech becomes a menu-verified ticket with confidence checks.
What actually happens
Customer says
“uh yeah can I get like two orange chickens and... wait do you guys have chow mein?”
Structured result
The problem
Restaurants miss calls during peak hours.
Lost orders. Lost revenue. No record of what was missed.
Staff are forced to choose between phone and counter.
Inconsistent handling. Customers repeat themselves. Errors compound.
Existing solutions require POS lock-in or workflow rewrites.
Adoption fails because the cure is more invasive than the disease.
Constraints
The design had to fit into a working kitchen without asking it to change. Every constraint below is a line the system does not cross.
Architecture and system flow
Guardrail design
The core rule is clarify before commit. Each item is scored independently, missing information is detected, and the system runs a confirmation loop before a ticket is committed. Operators can see what it heard, what it interpreted, and what it decided at every step.
Trust
Operators see what the system heard, what it interpreted, and what it decided at every step. No black boxes.
Visibility
Live transcription, confidence indicators, and order state are surfaced in real time. The system is legible while running.
Operator clarity
Staff don't need to learn the system. They see completed orders arrive. Intervention is optional, not required.
Measured results
Latency, call volume, and accuracy will be published here from verified live logs. Until that data is instrumented and confirmed, this slot stays empty. No estimates.