The Support Challenge

Wow! Momo's explosive growth—from a single outlet in Kolkata to 600+ locations across 25 cities—brought with it an equally rapid surge in customer queries. Customers were calling in with questions about their orders, outlet locations, menu items, and feedback. The volume was relentless, peaking especially around 9pm to 12am when the support team was already stretched thin.

Before adopting an AI-powered customer support solution, the team had no scalable way to handle peak-hour call surges. Long hold times frustrated customers who expected the same speed from Wow! Momo's support as they did from its kitchens. Missed calls meant missed opportunities to resolve issues and retain loyal customers. It was clear that a human-only support model couldn't keep pace with the brand's ambitions.

The Oration Solution

Wow! Momo partnered with Oration to deploy conversational AI voice agents—purpose-built for inbound customer support—that answer every call instantly, no queues, no hold music, no missed calls. Oration's AI customer support agent understands natural language, handles multi-turn conversations, and integrates directly with Wow! Momo's order management systems. The AI handles the full breadth of customer queries: tracking order status, addressing complaints, sharing outlet details, collecting feedback, and more.

But the partnership went further than phone support. Oration deployed a web conversation widget directly on the Wow! Momo website, giving customers another way to get help without ever picking up the phone. Whether browsing the menu or checking an order, visitors can now tap the widget and speak to an AI agent right from the browser—making support frictionless and always available.

With Oration, Wow! Momo was able to:

• Resolve 70% of customer queries end-to-end with AI, with no human involvement
• Answer every call the moment it comes in, eliminating wait times entirely
• Offer on-site voice support through a web widget—accessible from any page on wowmomo.com
• Seamlessly escalate complex or sensitive issues to a human agent when needed

Transformational Results

By replacing a reactive, human-only call center model with an always-on AI voice agent, Wow! Momo achieved measurable gains across every customer support KPI. The results were immediate:

• 70% resolution rate—the vast majority of calls are fully handled by AI, freeing the team for high-value interactions
• 3,000+ inbound calls per day managed automatically, at any time of day or night
• Zero wait time—customers are greeted and assisted the moment they call or open the web widget
• Wider accessibility—customers who prefer not to call can now get the same quality of support directly from the website

"Our customers now get real answers in seconds, not minutes," said Pankaj Arora, Head of Customer at Wow! Momo. "Oration handles the volume we could never have managed manually, and it does it with the warmth our brand is known for."

Looking Ahead

With inbound support running smoothly on autopilot, Wow! Momo is now exploring how Oration's AI voice agents can power proactive outreach—from automated order confirmation calls to AI-driven loyalty program nudges. As AI customer support agents become central to QSR operations across India, Wow! Momo is positioned to lead. The combination of phone and web support has set a new standard for customer experience in India's QSR space, and the team is just getting started.