AI handles repetitive queries, freeing agents for complex issues.
AI handles repetitive queries, freeing agents for complex issues.
200+ hours saved
monthly in support time
60% fewer tickets
created per week
35% reduction in
average response time
Improved CSAT
by 23%
200+ hours saved
monthly in support time
60% fewer tickets
created per week
35% reduction in
average response time
Improved CSAT
by 23%
“Now our agents only handle the conversations that really matter—everything else is auto-handled. That’s real efficiency.”
Nadia Khan
Customer Experience Lead @ UrbanEats
“Now our agents only handle the conversations that really matter—everything else is auto-handled. That’s real efficiency.”
Nadia Khan
Customer Experience Lead @ UrbanEats
Company name
UrbanEats
Industry
Restaurant & Hospitality
Company size
Mid-Market (300+ locations)
Pain point
High volume of repetitive support tickets, long resolution times
AI automation solutions used:
High volume of repetitive support tickets, long resolution times
About the Company
UrbanEats is a tech-driven restaurant group streamlining operations and support through automation—delivering faster service, fewer tickets, and a modern customer experience across hundreds of locations and channels.
Company name
UrbanEats
Industry
Restaurant & Hospitality
Company size
Mid-Market (300+ locations)
Pain point
High volume of repetitive support tickets, long resolution times
AI automation solutions used:
High volume of repetitive support tickets, long resolution times
About the Company
UrbanEats is a tech-driven restaurant group streamlining operations and support through automation—delivering faster service, fewer tickets, and a modern customer experience across hundreds of locations and channels.
The problem
Repetitive support tickets consumed valuable time and overwhelmed the restaurant's small support team.
At UrbanEats, a fast-growing restaurant chain with both dine-in and delivery services, the customer support team faced a growing challenge: high ticket volume from repetitive customer questions. Each day brought in hundreds of similar inquiries—“What’s the delivery ETA?”, “Do you accept walk-ins?”, “Is my order confirmed?”, or “Can I change my reservation?”
During peak dining hours, support agents were forced to juggle dozens of near-identical conversations, reducing their ability to solve complex problems like order issues or payment failures. Customers often waited longer for help, leading to dropped chats, missed calls, and negative feedback.
The team’s outdated ticketing system lacked intelligent routing or automation, so agents had to manually respond to each query—even those that could’ve been answered with a simple knowledge base article or chatbot reply.
As ticket volume kept rising with each new location opening, it became clear that scaling without burning out staff—or lowering support quality—was impossible. UrbanEats needed a smarter system that could handle the routine, so their team could focus on what really mattered: delivering delightful dining experiences.
Repetitive support tickets consumed valuable time and overwhelmed the restaurant's small support team.
At UrbanEats, a fast-growing restaurant chain with both dine-in and delivery services, the customer support team faced a growing challenge: high ticket volume from repetitive customer questions. Each day brought in hundreds of similar inquiries—“What’s the delivery ETA?”, “Do you accept walk-ins?”, “Is my order confirmed?”, or “Can I change my reservation?”
During peak dining hours, support agents were forced to juggle dozens of near-identical conversations, reducing their ability to solve complex problems like order issues or payment failures. Customers often waited longer for help, leading to dropped chats, missed calls, and negative feedback.
The team’s outdated ticketing system lacked intelligent routing or automation, so agents had to manually respond to each query—even those that could’ve been answered with a simple knowledge base article or chatbot reply.
As ticket volume kept rising with each new location opening, it became clear that scaling without burning out staff—or lowering support quality—was impossible. UrbanEats needed a smarter system that could handle the routine, so their team could focus on what really mattered: delivering delightful dining experiences.
The solution
Streamlined financial operations lead to real-time visibility, better control, and efficiency.
UrbanEats adopted your AI-powered automation platform to manage rising support volumes across its expanding chain. With a single system to deploy across all locations, they eliminated the need for fragmented tools and inconsistent workflows.
"Now that everything’s centralized," said their Head of Operations, "our team can respond faster, with less confusion and way fewer manual tasks."
The support team introduced smart routing rules to ensure that only high-priority queries reached human agents. Common questions about menus, reservations, order status, or delivery zones were instantly handled by AI agents—trained on company-specific knowledge and integrated into their existing CRM.
By automating first-level support and enabling real-time ticket triage, UrbanEats was able to reduce ticket volume by over 60%. The platform’s built-in analytics also allowed managers to track agent workload, response time, and customer sentiment in real-time—further optimizing staffing and scheduling.
Within weeks, the company also leveraged the platform’s multi-channel support capabilities. Customers could reach out through their preferred channel—email, chat, social media, or messaging apps—and still receive consistent, on-brand replies. The seamless experience not only improved response times but also strengthened customer trust in the brand’s reliability.
By implementing AI automation, the retail brand transformed its support operations. Repetitive work was eliminated, response times dropped dramatically, and agents were freed up to deliver higher-quality, human-centered service. This scalable model created a foundation for sustainable growth, ensuring that customer satisfaction could keep pace with the company’s rapid expansion.
Streamlined financial operations lead to real-time visibility, better control, and efficiency.
UrbanEats adopted your AI-powered automation platform to manage rising support volumes across its expanding chain. With a single system to deploy across all locations, they eliminated the need for fragmented tools and inconsistent workflows.
"Now that everything’s centralized," said their Head of Operations, "our team can respond faster, with less confusion and way fewer manual tasks."
The support team introduced smart routing rules to ensure that only high-priority queries reached human agents. Common questions about menus, reservations, order status, or delivery zones were instantly handled by AI agents—trained on company-specific knowledge and integrated into their existing CRM.
By automating first-level support and enabling real-time ticket triage, UrbanEats was able to reduce ticket volume by over 60%. The platform’s built-in analytics also allowed managers to track agent workload, response time, and customer sentiment in real-time—further optimizing staffing and scheduling.
Within weeks, the company also leveraged the platform’s multi-channel support capabilities. Customers could reach out through their preferred channel—email, chat, social media, or messaging apps—and still receive consistent, on-brand replies. The seamless experience not only improved response times but also strengthened customer trust in the brand’s reliability.
By implementing AI automation, the retail brand transformed its support operations. Repetitive work was eliminated, response times dropped dramatically, and agents were freed up to deliver higher-quality, human-centered service. This scalable model created a foundation for sustainable growth, ensuring that customer satisfaction could keep pace with the company’s rapid expansion.
The results
Fewer tickets, better visibility, and a more focused support team experience
Rolling out AI automation across UrbanEats transformed customer operations—from reactive firefighting to proactive service at scale. The impact was felt almost immediately.
“Before AI, our agents were buried in tickets every shift,” says Nadia Khan, CX Lead at UrbanEats.
“Now they’re solving real problems—not just answering ‘Where’s my order?’ 300 times a day.”
With automation handling all repetitive and low-complexity queries, the support team was able to dramatically streamline headcount. What once required a team of six full-time agents could now be handled with just two agents supported by AI—freeing up budget, time, and mental bandwidth.
“We used to guess what the top issues were. Now we know—in real time,” Nadia notes.
“That changed everything about how we train and plan.”
This new visibility shifted the culture. Instead of support being seen as a cost center, it became a strategic lever. Agents were more engaged, customers felt heard, and leadership could prioritize better with clean data.
These operational gains led to something unexpected: Nadia was promoted to a hybrid role, combining CX oversight with product input on AI optimization.
“I never imagined I’d be shaping product strategy. But AI freed me from ticket queues—and gave me time to lead.”
For UrbanEats, AI support wasn’t just a productivity boost.
It was the unlock to build smarter teams, delight customers, and scale support without scaling costs.
Fewer tickets, better visibility, and a more focused support team experience
Rolling out AI automation across UrbanEats transformed customer operations—from reactive firefighting to proactive service at scale. The impact was felt almost immediately.
“Before AI, our agents were buried in tickets every shift,” says Nadia Khan, CX Lead at UrbanEats.
“Now they’re solving real problems—not just answering ‘Where’s my order?’ 300 times a day.”
With automation handling all repetitive and low-complexity queries, the support team was able to dramatically streamline headcount. What once required a team of six full-time agents could now be handled with just two agents supported by AI—freeing up budget, time, and mental bandwidth.
“We used to guess what the top issues were. Now we know—in real time,” Nadia notes.
“That changed everything about how we train and plan.”
This new visibility shifted the culture. Instead of support being seen as a cost center, it became a strategic lever. Agents were more engaged, customers felt heard, and leadership could prioritize better with clean data.
These operational gains led to something unexpected: Nadia was promoted to a hybrid role, combining CX oversight with product input on AI optimization.
“I never imagined I’d be shaping product strategy. But AI freed me from ticket queues—and gave me time to lead.”
For UrbanEats, AI support wasn’t just a productivity boost.
It was the unlock to build smarter teams, delight customers, and scale support without scaling costs.