Global hot pot giant Haidilao has successfully doubled its key engagement metrics by leveraging Infobip's AI-first communication platform. The move marks a significant shift toward hyper-personalized, omnichannel customer experiences.

  • Haidilao more than doubled key engagement metrics via Infobip's platform.
  • Email CTR saw a massive 2.72x increase within just six months.
  • The brand is implementing AgentOS to automate complex customer journeys using AI.

Haidilao, the world's largest hot pot chain, has achieved a major milestone in its global expansion by partnering with Infobip, a leading AI-first cloud communications platform. By utilizing data-led personalization, Haidilao has managed to more than double its key engagement metrics across its massive loyalty program, which boasts over 200 million members.

The collaboration has transformed how Haidilao interacts with its global community. Through intelligent data segmentation, the brand has optimized its email engagement strategy, reporting a 2.72x higher Click-Through Rate (CTR), 2.37x higher click efficiency, and a 2.14x higher open rate in only six months. This transition marks a move from broad, generic messaging to a sophisticated, behavior-triggered model.

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Why This Matters

BozokMedia analysis shows that in the modern dining industry, digital engagement is just as critical as physical service. Haidilao's ability to scale intimacy across 1,000+ restaurants globally demonstrates that data-driven insights can bridge the gap between massive scale and personalized hospitality.

Personalization is the new currency of customer retention in the global dining sector.

Recognizing that engagement varies by region, Haidilao and Infobip implemented a tiered omnichannel strategy. While email serves as a baseline, the brand is scaling via WhatsApp globally, LINE in Thailand, Taiwan, and Japan, and Zalo in Vietnam. This ensures that rewards and invitations are delivered on the platforms customers use most frequently.

To sustain this momentum, Haidilao has adopted Infobip's AgentOS platform. By layering agentic AI on top of centralized customer data, the company is automating complex customer journeys, ensuring a frictionless experience from digital interaction to the physical dining table.

Historical Background

Haidilao evolved from a single restaurant into a global powerhouse known for its unique hospitality, including complimentary manicures and noodle dance performances. As it expanded across Asia, Europe, and North America, the need for a centralized, intelligent data system became paramount to maintain its customer-first ethos.

Did You Know?: Haidilao is famous for its 'Noodle Dance' performance, where chefs perform acrobatic moves with dough to entertain waiting guests.

Frequently Asked Questions

Question 1: How did Haidilao improve its email engagement?
Answer: By using Infobip's data-driven segmentation to move from reactive to intelligent, behavior-triggered communications.

Question 2: What role does AgentOS play in Haidilao's strategy?
Answer: AgentOS provides AI communication orchestration, allowing Haidilao to automate customer journeys and provide proactive service.