How Cali BBQ Used AI Agents to Boost Father’s Day Sales by 18% and Cut Table Turnaround Time in Half

How Cali BBQ Boosted Father’s Day Sales by 18% Using AI Agents

On Father’s Day, the California-based BBQ chain Cali BBQ took a bold step by replacing its usual phone operators with an AI agent named Shawn. This AI, designed to mimic the restaurant owner Shawn Walchef's voice and personality, handled customer calls autonomously. The outcome? A smoother ordering process and a notable 18% increase in sales, reaching about $26,000 across 268 orders on their busiest day.

Shawn AI, powered by Palona's Restaurant AI technology, managed roughly 150 calls ranging from catering inquiries to reservations and orders. The shift allowed Cali BBQ to cut table turnaround times nearly in half, freeing staff to focus on in-person diners. Meanwhile, walk-in takeout orders surged 92% year-over-year, all processed through the AI system.

Instead of directing callers to websites or texting options, Shawn AI provided a seamless and consistent voice experience. This led to a 25% reduction in texts and calls to support lines and 10% fewer customer discounts, often used to address unhappy guests. “People can now say, ‘I can’t believe I ordered from an AI agent, and it was actually a better experience than talking to a human,’” Walchef noted.

Scaling Hospitality Without Replacing Humans

While AI agents like Shawn AI handle many customer interactions, Cali BBQ’s approach highlights the balance between automation and human touch. Walchef emphasized that AI is about scaling hospitality, not replacing people. Palona’s technology is already in use at over 20 restaurants, including Pizza My Heart and Kobunga Grill, with human agents available to step in when needed.

This approach aligns with recent findings from Gartner, which reports that 95% of customer service leaders plan to keep humans involved to guide AI strategically. They favor a “digital first, but not digital only” model to ensure quality and empathy in customer service.

Palona’s $10M Seed Funding and the Future of AI Agents

Palona recently secured $10 million in seed funding, fueling its mission to compete with giants like Amazon and UberEats by providing human-like AI agents for restaurants. Shawn AI was fine-tuned over a four-week test period, adjusting tone and pacing to keep interactions clear and concise.

While Shawn AI currently doesn’t process credit card payments over the phone, Palona plans to add secure payment features soon. Their CTO, Tim Howes, highlighted the value AI agents bring: 24/7 availability, consistent service, and comprehensive training on menus and specials, all ensuring no calls go unanswered.

What Customer Support and Sales Teams Can Learn

• Improve Efficiency: Automate routine calls to reduce wait times and let your team focus on complex interactions.
• Enhance Customer Experience: Use AI trained on your brand voice to deliver consistent and accurate responses.
• Balance AI and Human Agents: Maintain human oversight to handle sensitive issues and provide empathy.
• Leverage Data: Analyze AI-handled interactions to identify common questions and improve service workflows.

For customer support and sales professionals interested in integrating AI agents, ongoing training and understanding AI capabilities are key. Explore relevant courses and certifications at Complete AI Training to stay updated on practical AI tools.