Software: Phorest
Brook Usage: Overflow + After-hours (Brook picks up when the line is busy or after hours)
Locations: 2 (Houston, TX)
Josephine’s Salons + Spas has established itself as a premier destination for relaxation and beauty in Houston. Dedicated to providing an exceptional and personalized client experience, the salons and spas offer a wide range of services designed to rejuvenate both body and mind.
Josephine’s is a 15-time honoree of the Salon Today 200 list of top salons in the country, as well as a member of Intercoiffure America/Canada, one of the most influential organizations in the hairdressing industry.
The salon’s commitment to luxury and high-touch service requires the front-of-house team to be fully present for guests—an increasingly difficult task as call volume and administrative demands grew.
Owner Vivian Yeh identified a growing challenge: ensuring every client, whether in person or on the phone, received the same high level of care. High call volume often pulled the team’s focus away from in-salon guests, creating tension between operational efficiency and guest experience.
To solve this, Josephine’s integrated Brook, an AI phone assistant, to manage inbound calls and act as an extension of the salon’s professional and welcoming front desk.
For Josephine’s, constant phone ringing wasn’t just a distraction—it was a barrier to delivering focused, high-quality service.
Brook was introduced to handle high call volume, allowing the team to prioritize in-salon guest experience.
By offloading transactional and informational calls, the team regained valuable time to:
The Brook dashboard organizes all incoming calls, making it easy for the team to review, follow up, and stay informed at a glance.
Before Brook, external factors like storms and outages could disrupt phone and internet service, halting bookings and communication.
Now, Brook continues working even when the salon is offline.
This ensures:
Josephine’s prioritizes professionalism and a calm, elevated guest experience. Every interaction—including phone conversations—must reflect this standard.
Brook was customized to communicate in a polished and intelligent tone consistent with the salon’s brand.
However, AI is used as a first step—not a replacement for human connection.
For example:
This approach ensures efficiency without sacrificing hospitality.
Brook provided an effective solution for reducing administrative burden while aligning with Josephine’s commitment to exceptional service.
The result:
Brook functions as a seamless extension of the Josephine’s brand.