DoorDash has unveiled an innovative AI-powered voice ordering technology poised to revolutionize customer interactions in the food business. This technical marvel is set to transform the restaurant industry by ensuring no client calls go unanswered and providing individualized recommendations to increase the value of every order.
This system’s architecture is the future, flawlessly blending AI conversational bots with live agents. What is the overarching goal? To take advantage of every possible phone order opportunity. DoorDash’s strategy is clear and ambitious, with four major goals: increasing cost-effective incremental sales, relieving the strain of in-store labor, providing excellent customer experiences, and simplifying merchant onboarding.
Although not the first to use AI-assisted ordering, DoorDash aggressively pursues the speech AI trajectory. In May, Wendy’s introduced its AI drive-thru chatbot, created using Google’s natural language tools. Wendy’s bot’s initial launch in Columbus, Ohio, was a watershed moment. DoorDash, on the other hand, is already charging ahead, delving deep into the area of speech AI.
This strategic move corresponds with DoorDash’s 2023 Restaurant Online Ordering Trends Report, which revealed that 20% of customers still prefer to place takeaway orders over the phone. Surprisingly, despite this preference, according to DoorDash, 50% of these calls go ignored during peak hours, leading to missed purchases.
According to Rajat Shroff, DoorDash’s Head of Product and Design, “Supporting operators by capturing customer demand through investments in our voice product is one way we’re delivering more and enabling our partners to grow their business.”
DoorDash’s latest invention hits a sweet spot, increasing revenue for eateries while maintaining a sense of hospitality. The AI-powered chatbots handle order-taking operations effectively, freeing up workers to focus on improving in-store service. Customers benefit from quick phone response times and customized order recommendations based on their preferences.
The spread of AI in the restaurant industry has raised concerns about potential job displacement. According to a recent Pew Research report, most US workers are concerned about the impact of AI on employment. With AI-enabled systems taking orders, the question of what role human employees will play arises.
DoorDash, on the other hand, is adamant that its voice ordering innovation is intended to “further support restaurant operations” rather than replace human workers. This nuanced approach demonstrates the company’s commitment to maximizing AI’s capabilities while maintaining a human touch.
Prepare yourself for the potential of an AI-powered robot flawlessly managing your phone order as you consider your next takeout urge. It’s not science fiction; it’s already a reality. And, unlike their human counterparts, AI chatbots stay friendly and unaffected by bad days, delivering an upgraded dining experience that is both innovative and uplifting.
