AI
Poké&ZO reduces question load and boosts orders with AI agent
Company: Poké&ZO
get to know:
Poké&ZO
Poké&ZO is a poke bowl chain with 6 locations and a strong focus on takeaway, delivery and catering. The chain stands for fresh ingredients, clear choices and speed. Clients expect immediate answers to practical questions: about menus, allergens, opening hours, promotions and which bowl best suits their preference.
These questions came in daily via social media and phone calls to the branches. That put pressure on the teams and led to inconsistent answers. At the same time, Poké&ZO has a clear opportunity to guide clients towards a concrete choice or an extra order at such a moment of asking. Service is thus not only supportive, but also a logical part of the ordering process.
the challenge
Poké&ZO received many recurring questions that lend themselves well to automation, but were being handled manually. Not every question could be answered directly by phone, and the website lacked a central place where clients could easily ask their question.
This created a double problem. On the one hand, the team was burdened with repetition and ad hoc service; on the other, commercial potential went untapped at moments when clients were already actively engaged with their order.
The brief was an AI solution that handles standard questions independently, always provides up-to-date information, helps customers choose and, where it makes sense, also steers towards an order or upsell, without it feeling forced.
our solution
We started by structuring all the information the agent needed to know: menus, allergens, opening hours, promotions, locations and frequently asked questions. Together with Poké&ZO we brought this together in a central knowledge base, so answers are always correct and stay consistent.
Next, we implemented an AI agent across the entire website, excluding the ordering portal. The chatbot is set up to:
Answer questions about Poké&ZO, menus and promotions.- Advise customers on which dish best suits their preferences.
- Take allergies into account via a linked allergen list.
- Refer customers to the most suitable location.
- Always work with the most up-to-date menu and company information.
After going live, we monitor the conversations weekly. Based on chat logs, we fine-tune, expand knowledge and process menu changes straight away. This keeps the agent current and relevant, even when the offering or focus changes.
the result
Within one month of the official go-live, the agent showed immediate impact:
92%
of conversations are handled entirely independently by the AI agent.
But also:
- 22 purchases followed conversations that were started via the chatbot.
- Clear reduction in pressure on social media and phone calls to locations.
- insight into customer questions and doubts that Poké&ZO uses for broader decisions on communication and offering.
The agent therefore acts not only as a service channel, but also as a measuring tool for what customers really want to know before they order.
what the client says
“Valuable partner”
“The chatbot gives our customers quick and clear answers, without the team having to keep handling the same questions. We see that conversations increasingly lead to a concrete choice or order. For us, the most valuable part is that we now gain insight into what customers are thinking about, and can act on it straight away.”
Emma
Poké&ZO
Poké&ZO
the BE Digital Touch
From the start, we did not approach this as ‘setting up a chatbot’, but as a practical test with clear boundaries. We began with a defined scope, up-to-date knowledge and clear agreements on what the agent does and does not do. This keeps the quality of answers predictable and reliable.
Then we made it measurable. Not steering on gut feeling, but on real conversations, error rates and behaviour after the conversation. The difference lies in the combination: the same agent handles service questions, but also recognises moments where advice logically leads on to ordering. By setting up knowledge management and optimisation as a fixed process, the chatbot stays in step with the operations of Poké&ZO and delivers lasting peace of mind, insight and extra revenue.
knowledge management as a fixed process
We work with, among others:
