Goals
- Handle ~20,000 monthly inbound conversations across web, Instagram and Messenger without expanding the team
- Answer restaurant complaints with the right tone, instantly protecting the brand at scale
- Reply to menu, allergen, opening hours and delivery FAQs 24/7 across every store
- Support the launch of the new crème à tartiner D2C product line with a real product advisor
- Keep one consistent voice across the restaurant chain and the crème à tartiner D2C store
Solutions
- Unified website chat, Instagram, and Messenger into a single Omnichannel AI on Unifunl
- Trained the AI digital employee on the full menu, allergens, store locations, hours and delivery rules
- Trained the AI on the new crème à tartiner range (ingredients, packaging, pricing and shipping) for CrepesFactory
- Configured complaint-handling flows with brand-safe tone and clean escalation to a human when needed
- Replaced the need to expand the customer service team across restaurant + D2C in parallel
Crêpes Factory is one of Tunisia’s biggest crêperie chains. The team recently launched its own crème à tartiner sold directly to consumers through a dedicated ecommerce store, stacking a brand new D2C product line on top of the restaurant business. With around 20,000 inbound conversations per month across the website, Instagram and Messenger, they needed an AI agent for ecommerce and restaurant support: autonomous AI customer service that could handle menu FAQs, complaints, and product orders end-to-end in Tunisian Derja. In practice, it became a real AI ecommerce MENA playbook. One always-on front line that speaks the brand and converts. Unifunl now runs that front line, helping reduce support team size while improving response time conversion, so the team can focus on the kitchen, the stores and the next launch.
The problem: a restaurant chain and a brand new D2C launch — all on one inbox
Crêpes Factory isn’t one storefront. It’s a full chain of crêperies in Tunisia, plus a brand new crème à tartiner sold directly to consumers through its own ecommerce store. Two very different businesses, one shared front line: DMs, Messenger and the website chat.
Total volume reached around 20,000 inbound conversations per month across channels. The mix is brutal: a restaurant complaint about a wrong order, an allergen question, a request for opening hours of a specific store, an Instagram DM about an event booking, a crème à tartiner order status, a question about whether the spread contains palm oil — sometimes within the same hour.
The team couldn’t afford to drop any of it. A late reply to a complaint becomes a public review. A missed menu question is a lost order. A vague answer about the brand-new spread slows down the launch the team just invested in.
The obvious move was to build a customer service team big enough to cover the restaurant chain and the new crème à tartiner D2C store in parallel. That cost would have been enormous, and the quality drop on weekends and evenings would have been guaranteed.
The Unifunl solution: autonomous AI customer service for restaurant + ecommerce
Crêpes Factory consolidated every inbound channel into a single Unifunl inbox: the website chat widget on the crème à tartiner store, Instagram, Messenger and WhatsApp. The Unifunl AI digital employee now sits on the front line, with full context across all of it.
The AI was trained on the full menu (every crêpe, every flavor, every allergen), the network of store locations and opening hours, delivery rules, and the brand-new crème à tartiner range (ingredients, packaging, pricing and shipping). It runs in Tunisian Derja AI mode, plus French and Arabic, so the experience feels local across every channel.
Restaurant complaint handling AI with fast response time conversion
A restaurant complaint is not just a support ticket — it’s a public-facing brand moment. Crêpes Factory configured the AI with brand-safe tone-of-voice rules and a clear protocol: acknowledge fast, take ownership, capture the order/store details, and escalate cleanly to a human when the case actually needs one.
Average first response time on complaints dropped to under 2 minutes, even at midnight. Frustrated customers get an answer while they’re still upset on the channel — instead of taking it to a public review.
Menu FAQ AI across every channel — 24/7
A huge share of the 20K monthly conversations are repeat questions: menu items, allergens, opening hours of a specific store, delivery zones, prices, current promotions. The AI now handles all of it across web, Instagram and Messenger with consistent answers, in the brand’s voice, in any of the three working languages.
The team no longer types the same answer 50 times a day. Floor staff and managers stay focused on the actual restaurants instead of moderating DMs.
AI agent ecommerce for the new crème à tartiner D2C store. Scale revenue, not the team
When Crêpes Factory launched its crème à tartiner ecommerce store, the inbound spike on the website chat and on Instagram was immediate: ingredients, allergens, comparison with the in-restaurant experience, packaging, delivery, pricing.
Instead of hiring a dedicated team to cover the launch, the AI digital employee handled product Q&A and order capture inside the chat from day one. That’s how Crêpes Factory was able to reduce support team size while keeping an always-on ecommerce front line that converts faster.
“We have the chain and now the crème à tartiner store — and one AI front line for all of it. We’re finally talking to 20K customers a month without losing the brand voice.”
The results
Crêpes Factory now handles around 20,000 monthly inbound conversations across web, Instagram, Messenger and WhatsApp through a single AI front line. Restaurant complaints, menu and store FAQs, and crème à tartiner D2C orders are all handled in one place.
Average first response time dropped to under 2 minutes across every channel, day or night. Complaints get acknowledged instantly with brand-safe tone, repeat menu questions stop consuming the team, and the new D2C product launch was supported from day one without hiring a dedicated team for it.
Most importantly, Crêpes Factory scaled customer conversations the same way it scales kitchens and stores — without scaling payroll. The team focuses on the food, the experience and the next launch; the AI runs the front line 24/7.
