Zenoti Uses Generative AI to Enhance Customer Experience through Its HyperConnect Solution

Zenoti provides an all-in-one, cloud-based software solution for the wellness industry, primarily serving spas, salons, and med spas. With the Zenoti platform, users can seamlessly manage every aspect of their business: online appointment bookings, payments, payroll, customers, employees, inventory, and built-in marketing programs.

Customer satisfaction is a key focus for Zenoti. The business has long utilized AWS to enhance customer support capabilities, including using Amazon Lex for its Zenoti SmartBot, which assists with booking and customer interactions through web channels and automated SMS. As part of its ongoing effort to improve customer experience, Zenoti wanted to gain deeper insights into customer interactions by analyzing support calls.

However, a key challenge Zenoti faced was its limited capacity to manually audit calls. Anurag Chaudhary, vice president of Engineering at Zenoti, says, “We handle thousands of support calls every month, but we could only audit less than one percent of that volume.” This limited scope provided an incomplete view of customer support interactions, making it difficult to gain actionable insights. The company needed a scalable solution to analyze call data, assess agent performance, and deliver feedback efficiently.

To address this challenge, Zenoti developed a solution for call auditing and analysis using generative AI on AWS. After successfully analyzing around 30,000 support calls internally over several months, the team expanded the approach into HyperConnect—a serverless, AI-driven customer communication and engagement solution for spas and salons built on the same technology stack.

HyperConnect automates call auditing and analysis at scale and integrates directly with the Zenoti customer management platform. It builds on the original generative AI-powered foundation developed for internal call auditing, now enhanced with voice support, and handles missed calls through Zenoti SmartBot.

HyperConnect downloads support calls each hour, collects metadata such as agent emails and time stamps, and stores it in Amazon Simple Storage Service (Amazon S3) buckets. Amazon Transcribe transcribes the calls and stores the output in Amazon S3, which then triggers AWS Lambda to process the raw transcript and produce a human-readable version.

The solution also uses Amazon Bedrock for analysis, generating insights such as agent empathy, customer sentiment, overall rating, and whether the issue was resolved. Separate calls made to Amazon Bedrock produce reports with key takeaways, guideline adherence, a problem statement, and a call summary. Amazon DynamoDB maps the call report to the right agent, and agents can review performance metrics using Amazon QuickSight dashboards, helping them understand areas for improvement. 

With HyperConnect, Zenoti’s customers are analyzing their support interactions, including calls and voicemails. HyperConnect now audits more than 73,000 calls per month, identifying about 1,600 calls that may benefit from further review, helping businesses identify training opportunities and improve customer service. Siddharth Rao, group product manager at Zenoti, says, “Using generative AI on AWS, we can audit every support call and analyze professionalism, empathy, efficiency, and communication in our calls. The same technology empowers business owners on the Zenoti platform to train employees for better customer engagement and improved experiences.”

HyperConnect’s success has received positive feedback from customers, who appreciate the enhanced insights and time savings. By reducing time spent auditing calls manually, front-desk workers and support specialists to focus more on enhancing the in-store experience rather than performing administrative tasks. “This is an industry where the in-store experience really matters, and with much of the administrative work now automated, our customers can focus more on making that experience better,” Rao says.

HyperConnect has also proven its ability to scale with demand. When call volumes surged by 50 percent from February to March 2025, the platform maintained strong resilience—thanks to its serverless, event-driven architecture.

Looking ahead, Zenoti plans to further enhance HyperConnect by integrating social media review analysis and leveraging customer feedback data. These improvements aim to deliver even deeper insights and support better customer engagement across the wellness and beauty industry.