Turning Customers into Guests: Why We Built Guest AI

One theme we consistently hear from our customers: growth doesn’t come from one-time customers. It comes from repeat guests. 

This idea kept coming up in every conversation with operators, marketers, and franchise owners. A customer buys once. A guest comes back. And comes back again. Over time, that repeat behavior compounds—and often explains why 80% of revenue comes from just 20% of guests.

It struck us that while most brands intuitively know this, very few are actually built around it. However, most brands lack a unified platform or service to convert customers into guests. Their tools are fragmented. Their teams are reactive. And opportunities to build loyalty slip away in the gaps between customer service, operations, and marketing.

From Customers to Guests

We’ve always liked the word guest. It implies a relationship, not a transaction.

When a guest walks into your home, you recognize them, you remember them, and you make them feel welcome. You anticipate what they might need before they ask. And you hope they’ll come back again.

That’s what guests expect from brands, too—whether they’re in a store, ordering on a delivery app, or leaving feedback online. Recognition. Relevance. Responsiveness.

The problem is, most brands can’t deliver this at scale. The entire Guest Experience is disconnected, and there is no way to track, let alone drive, the end-to-end repeat customer lifecycle

This disconnect is why we built Guest AI.

What Guest AI Does

Momos Guest AI unifies the guest experience into a single platform, powered by AI. You can now run your entire Guest Experience stack all through Momos, across your Customer Service, Operations, and Marketing teams. We achieve real outcomes and automate core workflows. That means:

• Engaging more customers 24/7 across every channel
• Recovering unhappy customers at scale with automated workflows and offers
• Reducing incidents at every store using AI-powered operational insights
• Improving customer satisfaction at every location to drive more revenue
• Growing online, offline, everywhere, with local marketing across all your platforms

The outcome is simple: better guest experiences that directly translate into stronger revenue at scale.

The Guest AI Platform

Guest AI combines Customer Service, Customer Experience, and Local Marketing into a single AI-powered platform—each powered by a dedicated AI copilot:

• Customer Service (Alfie, AI Concierge)
  Deliver 24/7 personalized customer service. Unify all of your customer service channels and engage customers across reviews, feedback, and support while automating recovery workflows to win back more customers.
  
  
• Customer Experience (Rockie, AI Analyst)
  Improve your CSAT at every store and reduce incidents before they escalate. Use AI-powered insights to uncover operational and customer intelligence, and drive better decisions at every location.
  
  
• Local Marketing (Rosie, AI Marketer)
  Boost visibility and loyalty. Know every customer down to the location and run personalized campaigns across channels, and manage your online reputation in one place.
  

From the first visit to the eighth return, Momos Guest AI is powering the end-to-end guest experience with AI.

The Proof

When brands run on Guest AI, the results are measurable and clear:

• 25%+ CSAT Improvement
• 8-12% more sales per store
• 20% higher customer lifetime value
• 30% increase in repeat visit rate
  

One of our customers, Papa Murphy’s, consolidated their guest experience on Momos and saw guest satisfaction jump 26%. Revenues followed—nearly $1M in incremental growth within a year of partnering with Momos.

And it confirmed something we’ve believed all along: when you improve the guest experience, the business outcomes follow—CSAT, repeat visits, sales, revenue.

Looking Ahead

The idea behind Guest AI is simple, but the implications are big.

If every customer can be treated like a guest, then growth stops being about one-time wins. It becomes compounding. Predictable. Scalable.

Because the real victory isn’t the first transaction, it’s the next visit. And the one after that.

That’s the future we’re building toward at Momos. Personal. Proactive. Powered by AI.

And we believe the brands that embrace this shift—from customers to guests—will be the ones that grow the fastest in the decade ahead.