4 Ways Conversational AI is Improving Customer Service in the Restaurant Industry

Using advanced noise cancellation technology, voice assistants are able to understand customers even when other passengers are talking, and in the presence of wind, music, and other background noises. With a dedicated voice assistant taking the orders and the ability to take several orders at once—either through the phone or multiple kiosks and drive-thru lanes—restaurant staff can focus on meal prep and other essential tasks.

Drive-thru menu boards can be an obstacle for customers trying to find what they want on the massive and lengthy menu or are unable to read the words due to poor lighting, distance, or eyesight. By eliminating the need for customers to search the menu, the process will also be sped up, and orders can be placed faster. 

2. Voice-enabled kiosks improve hygiene

Self-service kiosks are an excellent way to create faster, more efficient service. However, for QSRs and fast-casual restaurants, customers proceed to eat their food, often handling it with their hands instead of forks, without washing up after touching the bacteria-laden screens. A potential solution is making the kiosk voice-enabled to increase public health and hygiene. 

In addition to quicker service and improved hygiene, voice menus are also easier for customers to navigate. Instead of having to know exactly what an item is called or where it is located on the menu, customers can simply ask for what they want, even if it isn’t the proper name, and the voice assistant will understand their request and ask any follow-up questions to ensure the correct item is ordered, removing unnecessary swiping and searching of long menus. 

Voice assistants can also easily process complex requests, understand context without requiring a customer to repeat information, and will follow up with customers to confirm and clarify any requests. While typing and swiping do have their advantages, voice assistants truly excel when large catalogs of information are involved, such as lengthy menus. With a voice assistant, customers wouldn’t have to scroll through different options but instead, ask questions like: 

• “Do you have any burritos?” 
• “What are the vegetarian options?” 
• “Do you have any drinks that are sugar-free?” 

Instead of a one-way interface, customers will be able to ask questions that an employee may not have immediate access to—including food allergies, nutrition information, and dietary restrictions. Voice assistants can quickly relay the information without increasing the wait time for other customers—effectively increasing the number of orders and eliminating customer frustration. 

3. Phone ordering increases customer satisfaction

With labor shortages due to the Great Resignation, QSRs and fast-casual restaurants are facing unprecedented staffing challenges. Lack of staff and a rapid rate of turnover among employees is creating a number of challenges, including the ability to provide the fast customer service these types of restaurants are known for. 

A voice AI-powered phone ordering system is an elegant solution that not only relieves much of the pressure restaurateurs are facing to provide frictionless service but also increases the number of orders that can be processed, the accuracy of those orders, and the timeliness of food preparation.

Voice assistants are revolutionizing restaurant phone ordering experiences in 5 key ways: 

1. Calls are answered promptly and personally
2. Orders are recorded accurately
3. Customers interact with a conversational voice assistant
4. Owners enjoy simple and easy setup and instant solutions
5. Restaurants achieve increased operational efficiencies

While labor shortages often result in long hold times for customers calling into a restaurant, a voice assistant immediately answers calls and can answer several calls at once—eliminating hold times and delays. A voice-enabled phone ordering system is like a permanent employee who is always on shift, answers calls with zero hold time, and can take multiple orders at once.

With personalization capabilities, the voice assistant can even remember the phone number of returning customers or create a profile for loyal ones—greeting customers by their name, saving their dietary preferences, and storing frequently ordered meals. 

Voice AI-powered phone ordering systems are built with small restaurant needs in mind, making it an easy solution to integrate with existing POS systems and with instant payments built-in. Installation is easy and immediate, so restaurateurs can experience the operational efficiencies of allowing staff to focus on other duties while still providing the type of customer service that fosters brand loyalty. 

Highly accurate and capable of completing tasks and recording information far beyond human abilities, voice-enabled phone answering solutions create operational efficiency not otherwise possible. That isn’t to say the interaction is machine-like, though. Conversational AI interfaces allow customers to ask for what they want naturally and conversationally, making substitutions or changing orders just as they would with a restaurant employee.

4. In-car voice assistants and smart TVs expand possibilities

Car and TV manufacturers are looking for ways to partner with restaurants for expanded user experiences as conversational AI continues to evolve into revenue-generating capabilities. The future of voice assistants is developing monetizable moments that deliver value to users while proving ROI for brands. 

QSRs and fast-casual restaurants can extend their user reach through evolving in-car voice experiences and smart TVs that offer convenient and efficient user experiences. Through monetization opportunities, users can order food to be picked up or delivered while on the road or at home without having to switch devices or tap and swipe across the screen to achieve their goals. 

With helpful prompts and suggestions, voice-enabled smart TVs and in-car voice assistants can remind users of opportunities to order. For example, if they are sitting down to watch a movie or heading home around dinner time, the voice assistant can ask if they would like to place an order. Through personalization, the voice assistant can even remember past order information or favorite restaurants for easy and quick reordering. 

With these advancements in conversational AI, QSRs and fast-casual restaurants will benefit from the increased opportunities to offer customers delicious meals and expand their audience. By handling all transactions through a voice assistant, customers will associate the quick, easy ordering with the brand, creating brand loyalty.