Fogo de Chão Implements Advanced AI with PolyAI to Enhance Guest Experiences

In an exciting move to elevate customer service, Fogo de Chão has teamed up with PolyAI, a prominent name in enterprise conversational AI, to enhance its guest interactions with a virtual assistant named Selma. This lifelike AI voice agent, named in honor of the brand's Chief Culture Officer, Selma Oliviera, will now handle all guest calls across its 88 U.S. locations, ensuring that no caller is left waiting.

Enhancing Guest Experience

With the introduction of Selma, Fogo de Chão aims to provide its guests with a seamless and highly personalized service experience. According to Barry McGown, the CEO of Fogo de Chão, “Selma allows us to be there for our guests before they even walk through the door.” He highlights that Selma embodies the same warmth and hospitality that the restaurant's staff are known for. This strategic move looks to turn missed calls into valuable guest interactions, helping maintain Fogo de Chão's commitment to outstanding service.

Operational Efficiency

Prior to the integration of PolyAI’s voice technology, Fogo de Chão often missed calls due to high volumes or after-hours inquiries. Now, Selma assists guests with frequently asked questions, checks availability, and books reservations directly through OpenTable. Furthermore, for more complex requests, Selma seamlessly directs calls to the appropriate team members. With impressive metrics including a 95% guest satisfaction rate and an 88% booking completion rate, Selma is proving to be an invaluable asset to the team.

Driving Business Results

The impact of Selma extends beyond operational efficiency; it is projected to facilitate over 250,000 reservations within 12 months and significantly contribute to the brand's revenue. Moreover, around 40% of guests who interact with Selma regarding Fogo Rewards choose to opt into the loyalty program, indicating an effective engagement strategy. Michelle Schroeder, Chief Marketing Officer at PolyAI, adds, “Few brands live and breathe hospitality the way Fogo de Chão does. With Selma, they've shown that AI can deliver the level of care and connection their guests expect — driving remarkable business results simultaneously.”

The Future of AI in Dining

PolyAI currently boasts over 100 enterprise clients with more than 2,000 active deployments in 45 languages across more than 25 countries. This collaboration between Fogo de Chão and PolyAI illustrates the growing trend of AI technology transforming the hospitality industry. The ability to maintain high service standards while enhancing operational efficiency showcases the future of dining experiences, where human connection and technology coexist harmoniously.

To experience Selma's services, guests simply need to call their local Fogo de Chão. This innovative approach not only enhances guest satisfaction but also sets a new benchmark in the restaurant industry, where technology meets warmth and hospitality.

For further information about PolyAI, visit www.poly.ai.