Customer Service

Hello Sugar taps PolyAI to automate customer experience

Photo: Generated by AI. Adobe Stock.

September 11, 2025

Hello Sugar, a beauty franchise, is partnering with PolyAI, which provides enterprise conversational AI, to automate all front end service calls.

The lifelike voice agent technology, Agent Studio, will help customers with hours and locations, handling appointments and making payments, according to a press release.

Hello Sugar, which provides waxing, sugaring and laser services has more than 160 locations across the U.S., with the goal of growing to 500 locations.

Before PolyAI, the company answered about 20% of the tens of thousands of calls it receives each month, sending the remainder into chat experiences.

Within three weeks, Hello Sugar rolled out PolyAI agents to dozens of locations and achieved results including:

• Answering 100% of calls in Hello Sugar's home state of Arizona.
• 56% containment, with complex calls transferred to human agents.
• 50% of clients booking appointments through PolyAI agents in under 3 minutes.

"Hello Sugar has a well-deserved reputation for delighting customers from the moment they set foot in one of their spas. It was important for us to match their exceptional level of service with on-brand voice agents that can scale across all locations. In an industry where experience is everything, we're proud to support Hello Sugar at the 5-star level their customers expect," PolyAI co-Founder and CEO Nikola Mrkšić said in the release.