Haidilao has engaged AI-first cloud communications platform Infobip to more than double key engagement metrics across its vast loyalty scheme.
The hot pot chain has grown from a single restaurant into a global dining powerhouse, operating more than 1,000 restaurants across Asia, Europe, North America, and beyond.
The brand is famous for its customer-first experience, from complimentary manicures and snacks for waiting guests, to noodle dance performances and highly attentive, personalized service.
Haidilao’s more than 200 million‑member program drives significant revenue, making personalized customer engagement a key driver of its global success.
Taking a personalized approach to engagement with data-driven segmentation, Infobip has enabled Haidilao to optimize its email engagement strategy, reporting a 2.72x higher click-through rate (CTR); 2.37x higher click efficiency; and 2.14x higher open rate in just six months.
These results stem from a transition toward an intelligent customer experience model that treats Haidilao’s members as a global community with local preferences.
By activating centralized member data through Infobip, Haidilao has moved beyond broad messaging to a behavior-triggered model that drives measurable loyalty and repeat visits.
Seven Lin, product director at Haidilao, said that centralizing their customer data has allowed the firm to move from reactive communication to intelligent, data-backed engagement.
“By focusing on personalization and prioritizing the specific channels our members use in different regions, we have significantly boosted both our engagement efficiency and revenue from our loyalty base. Infobip’s AgentOS provides the AI communication orchestration we need to ensure this hospitality remains seamless as we expand globally,” said Lin.
Recognizing that member engagement is highest on local platforms, Haidilao and Infobip implemented a tiered omnichannel strategy.
While email and mobile push served as the performance baseline, the brand is now scaling engagement via WhatsApp to all markets using the channel, as well as LINE in Thailand, Taiwan and Japan, and Zalo in Vietnam.
This ensures members receive personalized rewards and invitations, triggered by their specific dining history on the channels they use most (using permissioned member data and engagement signals, subject to local privacy requirements).
To sustain this growth, Haidilao has recently adopted Infobip’s AgentOS platform. By layering agentic AI on top of its now centralized customer data, Haidilao is automating complex customer journeys.
For Haidilao’s loyal customers, this means a more intuitive, personalized dining experience, and frictionless service before they even step into the restaurant.
”As an early adopter of Infobip AgentOS, Haidilao is taking a bold step to leverage autonomous, AI-driven capabilities to transform diner interactions globally, and together, we are setting a new standard for proactive, scalable hospitality,” said Daniel Kou, Infobip head of customer success in APAC.
