Dytiacha Planeta × HAPP AI

Automating Phone Calls in an Entertainment Center: How “Dytiacha Planeta” Implemented a Voice AI Assistant

Located in the COSMO MULTIMALL shopping and entertainment center in Kyiv, Dytiacha Planeta is a large family entertainment park covering around 3,000 m². The venue features attractions, themed rooms, and dedicated spaces for children’s birthday parties and school graduation celebrations. The center regularly hosts children’s events, animation programs, quests, workshops, and other activities for kids and parents.

Because of the nature of this business, a large share of customer inquiries comes through phone calls. Parents typically call to learn about themed rooms, party formats, animation programs, or to check availability for booking a birthday party.

The most common customer questions include:

• Which themed rooms are available for celebrations

• Whether animation programs and entertainers are available

• How a children’s birthday party is organized

• Which dates are available for booking an event

However, the entertainment center has a specific operational challenge: administrators spend most of their time in the activity area with children and guests. Because of this, it is not always possible to answer every incoming call immediately. The business needed a solution that would allow them to respond to all calls faster and reduce customer waiting time.

The Solution

To solve this problem, a voice AI assistant was implemented and connected to the center’s phone system, effectively working as a backup administrator.

The workflow was designed to be simple and not disrupt the team’s existing processes. First, the call goes to the administrator. If they are unable to answer in time, the AI agent automatically picks up the call. The assistant provides a short consultation, answers common questions, and helps understand what type of event the customer is interested in.

During the conversation, the assistant collects key information such as:

• Event date

• Approximate number of children

• Event type (birthday, graduation, etc.)

• Preferences regarding themed rooms or animation programs

At Dytiacha Planeta, there are 11 themed rooms designed for different group sizes, so collecting this information in advance helps the team understand customer expectations even before a manager calls back.

Importantly, the AI assistant does not provide pricing and does not attempt to close the sale. Its main task is to handle the first contact quickly and collect all the necessary basic information for the administrator.

How Lead Handover Works

After each call, the assistant automatically creates a short lead summary and sends it to the manager via a Telegram push notification. The message already includes all the information provided by the customer during the call: event date, estimated number of guests, type of celebration, and any additional preferences.

When the administrator becomes available, they see a ready-to-handle request and can immediately call the customer back. Unlike standard missed calls, the manager already understands the context of the conversation and can move directly to booking.

This approach allows the team to:

• Avoid losing incoming calls during busy hours

• Process event requests faster

• Receive full context before calling the customer back

• Work with already qualified booking requests

As a result, even during peak hours when the team is busy with guests on-site, no customer inquiry goes unanswered.

Why the Solution Was Designed to Be Simple

For this project, it was important not to overload the system with complex integrations or new tools. The entertainment center already had established workflows, so the goal was to enhance their processes, not change them.

That is why the integration was implemented without a CRM system. The AI agent simply answers calls, consults customers, and passes the request to the manager. This allowed the system to be launched quickly and made it easy for the entire team to adopt.

Results of the Collaboration

The voice assistant has now been operating for more than two months. During this time, the team confirmed that the system consistently answers calls that previously could have been missed.

After seeing the results, the client decided to continue working with HAPP. Moreover, after the trial period, the Dytiacha Planeta team decided to connect several additional business areas to the system, as they saw that the voice assistant effectively handles customer inquiries.

Conclusion

The Dytiacha Planeta case clearly shows that for service businesses, response speed is critical. Even one missed call can mean a lost booking.

The voice AI assistant does not replace administrators and does not take over customer communication completely. Instead, it handles the first contact and supports the team during busy periods.

As a result, the business does not lose incoming inquiries, customers receive immediate assistance during the call, and managers work with already prepared and qualified requests.