Date of Project

4-7-2026

Document Type

Honors Thesis

School Name

W. Fielding Rubel School of Business

Department

Business Administration

Major Advisor

Haleh S. Karimi

Second Advisor

Alisha M. Harper Hancock

Abstract

This Honors Applied Thesis documents the design and implementation of a live Customer Retention and Voice AI System for El Nopal, a full-service restaurant, to improve customer follow-up, routine communication handling, and cross-channel engagement. The project was developed for El Nopal’s Tyler Center location on Taylorsville Road and focused on building a practical artifact rather than primarily evaluating long-term business outcomes. The completed v1 system consists of three modules: a Customer Retention System centered on a QR-based VIP rewards workflow, a Voice AI System for routine phone support, and a Cross-Channel Integration Layer that connects voice interactions to CRM-based SMS follow-up. Together, these components create a dual-channel customer engagement system that captures customer information, routes communication through structured workflows, and supports continuity between phone-based and text-based interactions. This thesis contributes a real-world example of how customer retention infrastructure, conversational AI, and integrated CRM workflows can be combined into an applied system for restaurant operations.

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