MainCasesHow Pronto Foods Automated 90% of Customer Support with Athena AI
case study · food delivery
How Pronto Foods Automated 90% of Customer Support with Athena AI
Company:
Pronto Foods
Industry:
Food Delivery & Logistics
Location:
United Kingdom
AI Agent:
Customer Support

We deployed Athena AI across our food delivery operations and the results were immediate. Customer queries about orders, delivery times, and menu items are now handled instantly — no waiting, no missed messages.

Bexultan Bayekenov
Bexultan Bayekenov
Pronto Foods · United Kingdom

About Pronto Foods

Pronto Foods is a fast-growing food delivery service operating in the United Kingdom, connecting customers with their favourite restaurants and delivering fresh meals to their doors. In a market defined by speed and reliability, every minute of delay — whether in delivery or customer communication — directly impacts satisfaction and retention.

As order volumes grew, Pronto Foods faced a challenge that every scaling delivery business encounters: how to maintain a responsive, high-quality customer experience without proportionally scaling the support team.

The Challenge

Pronto Foods customer support team was overwhelmed by a constant, high-volume stream of inquiries across multiple channels. The vast majority were time-sensitive and repetitive — exactly the kind of questions that should never require a human agent.

1
Peak-Hour Overload
During lunch and dinner rushes, the support queue grew faster than agents could handle it, leading to long wait times and frustrated customers at exactly the moments that mattered most.
2
Repetitive, Low-Value Queries
Over 80% of inquiries were variations of the same questions: order status, delivery time estimates, address changes, and menu information — all answerable instantly with the right system in place.

The Solution

Pronto Foods deployed Athena AI as their primary customer support agent, integrated directly into their order management system and all customer-facing communication channels.

1
Real-Time Order Tracking
Athena AI was connected directly to Pronto Foods' logistics platform, enabling it to provide live updates on order status, estimated delivery times, and driver location.
2
Automated Order Modifications
The AI agent handled simple modification requests — address changes, item substitutions, cancellations — by updating the system automatically, without any human intervention.
3
Complete Menu Knowledge
Athena AI ingested Pronto Foods' full menu including ingredients, allergens, and nutritional information, enabling accurate answers to even the most specific dietary questions.
4
Smart Escalation for Complex Issues
For issues requiring human judgment — missing items, payment disputes, serious complaints — the AI gathered full context before routing to a human agent, eliminating the need for customers to repeat themselves.

The Results

The results were immediate and transformative. Pronto Foods went from a reactive, overwhelmed support team to a proactive, automated operation that handled the vast majority of customer interactions without any human involvement.

90%
of orders handled without human support
<10s
average response time to customer inquiries
24/7
support coverage with no additional headcount

With routine queries fully automated, the human support team could focus entirely on complex issues and high-value customer relationships — the work that genuinely required empathy and judgment.

Looking Ahead

Pronto Foods is now exploring proactive customer engagement with Athena AI — using the platform to send personalized order recommendations, loyalty rewards notifications, and re-engagement messages to lapsed customers. The vision is to transform customer support from a cost centre into a revenue-generating channel.

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