Hello Sugar®, a trailblazing beauty franchise known for blending technology with self-care, has announced a strategic partnership with PolyAI, a global leader in enterprise conversational AI. Through this collaboration, Hello Sugar is deploying PolyAI’s lifelike voice agents to handle 100% of front-end service calls, streamlining customer interactions for FAQs, business hours, locations, appointment scheduling and rescheduling, and even payment processing.
With more than 160 locations across the United States and an ambitious goal to expand to 500 locations, Hello Sugar faced a major challenge—before PolyAI, its team was able to answer only about 20% of the tens of thousands of calls received each month, routing the rest to chat experiences. By integrating PolyAI’s always-on voice AI, Hello Sugar created a turnkey franchise model that enables new franchisees to start operations quickly with full customer service coverage from day one.
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In less than a month, Hello Sugar rolled out PolyAI agents to dozens of locations, achieving impressive milestones:
100% call answer rate in its home state of Arizona.
We’re able to handle 56% of customer inquiries without needing a human agent—only the more complex ones get routed to our team
Half of our clients book their appointments through PolyAI voice agents in less than 3 minutes.
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“Hello Sugar is known for making clients feel welcomed and delighted from the moment they step into their spas,” said Nikola Mrkšić, co-founder and CEO of PolyAI. “We wanted to match that exceptional service with voice agents that reflect their brand personality and can scale effortlessly across all locations. In an industry where experience truly matters, we’re proud to support Hello Sugar in delivering the five-star service their customers love.”
At Hello Sugar, we’re all about creating a great experience at every step—whether in the salon, on the app, or over the phone,” said Austin Towers, CTO of Hello Sugar. “With PolyAI, clients get fast, easy, and personal interactions that still feel human. Their technology allows us to scale nationwide without losing the charm and care that make Hello Sugar special.”
By combining beauty expertise with cutting-edge AI, Hello Sugar is setting a new standard in the beauty industry—where every call is answered, every appointment is seamless, and every client feels valued.
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