First Watch Employs AI to Extend “You First” Culture and Improve Candidate Experience
Company Size
1,000+
Region
- America
Country
- United States
Product
- Olivia
Tech Stack
- AI Chatbot
- SMS Integration
- Applicant Tracking System (ATS)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Machine Learning
Applicable Industries
- Food & Beverage
- Retail
Applicable Functions
- Business Operation
- Human Resources
Services
- Software Design & Engineering Services
- System Integration
About The Customer
First Watch is a leading restaurant chain in the United States, known for its breakfast and lunch-only schedule and commitment to the farm-to-table movement. The company has built a strong reputation for delivering highly personalized service and fostering a culture of southern hospitality. Headquartered in Sarasota, Florida, First Watch is one of the fastest-growing restaurant chains in the U.S., with plans to open 150 new restaurants within the next three years. The company's 'You First' culture emphasizes servant leadership, starting with its employees and extending to its customers. As a result, First Watch has successfully built communities of loyal local customers.
The Challenge
First Watch, a rapidly growing restaurant chain, faced significant hiring challenges due to its expansion plans. With 150 new restaurants expected to open within the next three years, the company needed to attract talent in a highly competitive employment market. The traditional recruitment process, which involved directing candidates to complete online applications and scheduling interviews manually, was inefficient and often resulted in missed opportunities. The company recognized the need to deliver a more personalized and efficient candidate experience to stay competitive and support its growth.
The Solution
To address its hiring challenges, First Watch implemented Olivia, an AI-powered chatbot designed to enhance the candidate experience. Olivia engages with candidates through the First Watch career site and SMS, making the application process as simple as texting a keyword like 'Bacon.' The chatbot screens and auto-schedules qualified candidates for interviews, significantly reducing the time and effort required from restaurant managers. Olivia's persona is casual and professional, reflecting the First Watch brand and culture. The AI chatbot has proven to be highly effective, with 99% of candidates completing the screening conversation and 96% accepting interview invitations. This streamlined process ensures that qualified talent walks in the door for pre-scheduled interviews, allowing managers to hire on the spot.
Operational Impact
Quantitative Benefit
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