Every order, every question—answered instantly with AI Voice Agents.
How Wow! Momo uses Omniagents 's AI voice agents to automate inbound customer support at scale
A conversation with
Pankaj Arora
CCO
About
Wow! Momo is India's largest Quick Service Restaurant (QSR) chain specializing in momos, burgers, and rolls, with over 600 outlets across 25+ cities, serving millions of customers daily.
Industry
Quick Service Restaurant
Company Size
Mid-Market
Headquarters
Mid-Market
Key Features
AI Voice Agents
Inbound Support Automation
Web Conversation Widget
Smart Escalation to Human Agents
Conversational AI Platform
Natural Language Understanding (NLU)
Key Features
70%
Resolution Rate
Calls fully resolved by AI without human handoff
3,000+
Daily Call Volume
Inbound support calls handled every day
0 sec
Wait Time
Average customer wait time—AI answers instantly
Challenges
Wow! Momo's rapid expansion across 600+ outlets led to a surge in inbound customer queries—from order status to outlet information. The support team was overwhelmed, leading to long wait times, missed calls, and inconsistent service quality across cities.
Solutions
Deploy OmniAgent's AI voice agents to handle inbound customer calls and embed a web widget on the Wow! Momo website, giving customers two seamless ways to get instant support—by phone or directly from the browser—without ever waiting in a queue.
Results
- 70% of all inbound calls fully resolved by AI, with no human handoff required
3,000+ daily inbound calls handled automatically
Zero-second wait time—AI answers every call and web query instantly
Web widget on wowmomo.com lets customers talk to an AI agent without dialing a phone number
"OmniAgent didn't just reduce our support load—it transformed how customers experience our brand. Whether they call us or visit our website, they get instant, helpful answers every single time."
CCO
Head of Customer
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 OmniAgent Solution
Wow! Momo partnered with OmniAgent 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. OmniAgent'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. OmniAgent 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 OmniAgent, 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. "OmniAgent 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 OmniAgent'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.
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