SaaS CXI Platform I B2B2C I Hospitality
New AI features that helped GMs boost guest satisfaction by over 34%
Reshaping the restaurant industry by seamlessly integrating AI into our platform, transforming how General Managers engage with guests, optimize operations, and enhance sentiment
BACKGROUND: Tattle is a Customer Experience Improvement (CXI) platform tailored for the hospitality industry. It enables restaurants to aggregate and collect actionable feedback data through automated surveys, integrating with POS systems, social platforms, loyalty programs, and more. Tattle drives operational improvements for industry leaders such as MOD Pizza, Chili’s, Blaze Pizza, Hooters, and many others.
2023 - 2024
DURATION: Ongoing for 1 Year
PLATFORM: SaaS B2B2C Web App
ROLE: Founding, Lead Product Designer, Tattle Inc.
SKILLS & METHODOLOGIES:
Information Architecture, User Interfaced Design, User & Stakeholder Interviews, Alignment Workshops, Existing Qualitative & Quantitative Data Analysis, Requirements Gathering, Usability Tests, Card Sorting, ADA, Design Systems
TOOLS & FRAMEWORKS:
Figma, Confluence, Jira, Pendo, Vuetify, eCharts, Material Design
PROBLEMS:
• GMs lacked time and resources to process guest feedback efficiently.
• Difficulty in extracting actionable insights from existing data.
• Stakeholder alignment issues and shifting priorities.
• Growing pressure to leverage AI meaningfully, not just as a trend.
SOLUTION:
Integrated AI-driven tools, including:
AI Coach – Guides GMs on improving guest sentiment
AI Personalities – Customizable AI responses to match brand tone
AI Replies – Automated, intelligent guest response generation
AI Insights – Actionable recommendations based on feedback trends
Unified with Chatmeter, allowing restaurants to manage and respond to social reviews directly from Tattle
OUTCOME:
4 new AI features increased guest satisfaction by 34%
Delivered 113,949 insights per store in less than a year
AI became a core driver of ARR growth reinforcing Tattle market position
Full case study ~5 min read
Setting the Stage
AI requests from the business were pouring in without a clear grasp of dependencies, a strategic implementation plan, or a defined problem to solve — until UX strategy and thoughtful questioning helped shape a meaningful and effective use of AI.
Problem
Restaurant managers and teams lack the time and bandwidth to efficiently process guest feedback, making it difficult to identify key issues and take meaningful action. General Managers struggle to pinpoint problems and implement the right solutions, leading to missed opportunities for improving guest satisfaction and brand reputation.
At the same time, businesses face growing pressure to stay ahead in a rapidly evolving market while driving sustainable and predictable revenue growth. Maximizing ARR expansion remains a challenge as organizations struggle to identify and leverage innovation effectively for a lasting competitive advantage.
Solution
Integrated AI-driven tools, including:
AI Coach – Guides GMs on improving guest sentiment
AI Personalities – Customizable AI responses to match brand tone
AI Replies – Automated, intelligent guest response generation
AI Insights – Actionable recommendations based on feedback trends
Unified with Chatmeter, allowing restaurants to manage and respond to social reviews directly from Tattle
Hypothesis
If Tattle is positioned as the essential AI-powered tool for General Managers, it will streamline decision-making, enhance guest sentiment, and drive revenue growth. By enabling businesses to own the narrative on guest experience optimization, Tattle will become an indispensable solution for those striving for sustainable success in a competitive market.
Key Insights
After compiling our research over the past year and a half, here’s what we discovered:
GMs struggled to extract actionable insights from the data we provided, forcing them to sift through it and identify the core issues
GMs' bonuses were tied to guest sentiment, making AI-driven insights crucial
GMs were time-starved and spent very little time in Tattle
Challenges
Stakeholder Alignment
Lack of Time and Resources
Constant Changing of Priorities
Making the use of AI relevant and meaningful (vs just checking the “AI” box
NARROWING SCOPE:
What We’re Doing
Bridget’s exceptional UX design skills, combined with her rigorous approach to understanding user needs, consistently delivered outstanding results. Bridget thrives in agile environments, expertly balancing rapid iteration with thorough design processes… what truly sets her apart is her eagerness to tackle complex challenges and adapt to evolving project demands.
Anthony Asciutto
Chief Technology Officer, Tattle Inc.
VISUALS:
Final Form
AI Coach
Helps GMs eliminate the guesswork and generates AI actions items according to the restaurants locations needs.
It automatically generates custom action items each month.
It adapts to your locations operational needs.
It allows your to set and manage location boundaries.
AI Coach is like having an operational analyst for every store – only it’s trained by us, customized to our brand standards, and constantly adapts to new feedback.
— Brandon Coleman, CEO of Cotton Patch Cafe
CLIENT IMPACT:
Cotton Patch Cafe Sees Record Improvement
• 27% increase in scores
• 100% GM engagement
• 54% of action items finished in 1 week
AI Personalities
Enables District Managers to train AI on their brand’s unique voice using predefined attributes, styles, traits, and tone, ensuring tailored responses and interactions that align with the brand’s identity.
AI Replies
We’ve streamlined guest communication by offering quick AI generated replies 1 at a time or in bulk!
Maintain brand tone and consistency with personalized AI responses or pre-made templates.
AI Insights
We’ve transformed the GM dashboard into a powerful, proactive management tool that provides high-level insights, clear action steps, and AI-driven recommendations to enhance restaurant operations and customer satisfaction.
RESULTS:
Shaping Bold Outcomes
AI became a core driver of ARR growth reinforcing Tattle market position
4 new AI features
increased guest satisfaction by 34%
Delivered
113,949 insights per store in less than 1 year