Hello Sugar®, a revolutionary tech-pioneering beauty franchise, today announced a strategic partnership with PolyAI, a leading provider of enterprise conversational AI. Under this collaboration, Hello Sugar has begun deploying PolyAI’s lifelike voice agents to automate 100% of front end service calls and help customers with FAQs, hours and locations, creating and rescheduling appointments, and making payments.
Hello Sugar currently has more than 160 locations across the United States, with the goal of growing to 500 locations. Before going live with PolyAI, the company answered about 20% of the tens of thousands of calls it receives each month, sending the remainder into chat experiences. Partnering with PolyAI enabled them to create a turnkey franchise model, giving franchisees the ability to get up and running quickly with always-on voice AI that answers 100% of calls.
Within just 3 weeks, Hello Sugar rolled out PolyAI agents to dozens of locations and achieved results including:
- Answering 100% of calls in Hello Sugar’s home state of Arizona
- 56% containment, with complex calls transferred to human agents
- 50% of clients booking appointments through PolyAI agents in under 3 minutes
“Hello Sugar has a well-deserved reputation for delighting customers from the moment they set foot in one of their spas. It was important for us to match their exceptional level of service with on-brand voice agents that can scale across all locations. In an industry where experience is everything, we’re proud to support Hello Sugar at the 5-star level their customers expect,” said PolyAI co-founder and CEO Nikola Mrkšić.
“At Hello Sugar, we’re all about creating an amazing experience for our clients — not just in the salon, but at every step of the journey. Whether they’re calling in, booking through the app, or chatting with a voice agent, it should always feel quick, easy, and personal. We picked PolyAI because their tech actually feels human and aligned with the level of care we aim to give every single client. It lets us scale without losing what makes Hello Sugar special,” said Austin Towers, CTO of Hello Sugar.
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