Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Taco Time NW · Momos
Vendor-reportedRetail & e-commerceUnited StatesIn productionMid-marketLLM
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by momos.com (vendor self-report). Checked against the source page on 2026-09-05. 3 of 6 figures below appear on that page word for word; the rest are marked.
The problem
Fragmented guest experience across siloed systems led to slow response and resolution times, manual review management, and limited visibility into underperforming locations. Median resolution time exceeded 600 hours.
What was deployed
- Vendor
- Momos
- Products
- Momos Activate, Momos Feedback, Momos Core suites, Momos Inbox
- Technique
- LLM
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- Guest interactions across Google, delivery platforms, surveys, and internal systems; guest feedback channels; post-order surveys and social listening.
- Scale
- 75 locations
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
9.3 hoursResponse timefrom ~50 hoursWithin 60â90 days
“Response time improved 5.3×: from ~50 hours to 9.3 hours.”
Not found on the source page in these words
just over 9 hoursResolution timefrom 614 hoursWithin 60â90 days
“Resolution time improved 66×: from 614 hours to just over 9 hours.”
Not found on the source page in these words
100%Resolution ratefrom 4.5%Within 60â90 days
“Resolution rate increased from 4.5% to 100% across all locations.”
Quoted word for word from the source
+8.38 pointsCSAT for bottom 10% storesWithin 60â90 days
“Bottom 10% stores improved CSAT by +8.38 points while feedback volume increased.”
Quoted word for word from the source
200–250 responses per weekSurvey collection volumeWithin 60â90 days
“Survey collection also scaled to 200–250 responses per week, giving the team consistent visibility into guest sentiment across all 75 locations.”
Not found on the source page in these words
97.82% AI-powered responses (January)AI-powered response adoptionfrom 0% Suggested Responses (June)June to January
“AI Adoption: 0% Suggested Responses (June) â 97.82% AI-powered responses (January)”
Quoted word for word from the source
ROI as stated: revenue protection
Difficulties and limits
- Fragmented Guest Experience: customer service was managed across siloed systems, leading to slow response and resolution times. On delivery platforms like DoorDash and Uber Eats, responses were nearly nonexistent.
- Manual Review Management: AI-generated responses required heavy editing to match brand tone, creating unnecessary corporate workload.
- Limited Visibility into the Bottom 10% Locations: underperforming stores showed inconsistent CSAT and fluctuating feedback volume; some locations had extremely low feedback counts, making trend detection difficult.
- The Response Gap: median resolution time exceeded 600 hours in June 2025; negative feedback often lingered unresolved, and the brand lacked a centralized engine to identify, route, and close issues quickly.
Sources
- momos.com — vendor self-report, 2025-06-11
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