How Momos AI Copilot Responds & Recovers Every Customer

Contents

The challenge: speed vs. personalization

How Alfie changes the game

How it works in Momos

Pro tips

Ready to respond and recover faster?

Frequently Asked Questions

A single negative review can ripple far beyond one unhappy customer. Studies show 91% of people read online reviews before choosing where to spend, and many will avoid a business after just one poor experience.

When you’re running multiple locations, the stakes are higher. Issues can go unnoticed, recovery gets delayed, and brand reputation suffers.

Alfie, your AI Customer Copilot in Momos, helps you respond and recover faster without losing the personal touch.

The challenge: speed vs. personalization

Customers expect a timely, thoughtful reply, but responding at scale can feel impossible when feedback flows in from Google, Facebook, delivery platforms, and in-store surveys.

The result? Teams either:

Take too long to respond, or
Default to generic, one-size-fits-all messages that don’t win customers back

Neither option helps you keep loyalty or revenue.

How Alfie changes the game

Alfie blends speed and context. It:

Analyzes sentiment, customer history, loyalty status, and issue type
Suggests brand-aligned replies you can send as-is or tweak
Recommends recovery actions based on severity and customer value
Escalates high-priority cases and tracks resolution to the end

The goal isn’t just to reply fast: it’s to repair the relationship so the customer returns.

How it works in Momos

1. Feedback arrives in the Inbox

All reviews, survey responses, and direct messages appear in the Momos Inbox. Alfie scans each one for sentiment, urgency, and context.

2. Alfie drafts a response

Using your brand voice guidelines and customer data, Alfie creates a suggested reply. You can:

Approve and send
Re-generate for a different reply

3. Tweak Alfie’s responses based on existing data

To ensure Alfie is always saying the right things at the right time, you can generate pre-filled responses based on guest issues and past feedback without needing manual setup. These responses can be tweaked.

Pro tips

Give Alfie as much context as possible. The more context he has, the more accurate the reply is.
Use saved templates for recurring situations; Alfie can pull them into suggestions.
Create a set of Dos and Dont’s so Alfie knows what to say (and what not) every time monthly to spot patterns by location or team.

Ready to respond and recover faster?

Already a customer? Try Alfie in your Inbox today.
New to Momos? See how AI can help you retain customers at scale. Sign up

Frequently Asked Questions

Does Alfie reply automatically?
No. Alfie suggests responses, but you decide when and how to send them.

What if the AI suggestion isn’t right?
You can edit it, regenerate, or write your own. Or set up rules to ensure consistent and brand safe replies every time.

What if I think Alfie sounds too robotic?
You can always customize his reply to suit different situations. For example, if you want Alfie to avoid saying certain words, include them in the list of Don’ts under the AI Brand Guidelines tab.

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