DoorDash, the food delivery service platform, is implementing AI technology for its restaurant partners, enabling customers to place food orders with AI-powered bots rather than overburdened restaurant staff.
As per an announcement on August 28 by DoorDash, selected operators will have access to the new AI-driven voice ordering system that will handle customer phone calls.
The 2023 Restaurant Online Ordering Trends report by DoorDash disclosed that although 20% of customers favor phone orders, nearly half of customer calls go unanswered, resulting in considerable missed revenue for restaurants.
“Restaurateurs are facing increased demands from customers, who, in turn, expect us to offer even more technologically advanced solutions, including telephone support to accommodate their ordering preferences,” said Rajat Shroff, DoorDash’s Head of Product and Design.
DoorDash plans to integrate both AI and human operators to guarantee prompt responses to all customer calls, helping restaurants manage the surge in demand during busy periods.
Furthermore, DoorDash’s AI system will be capable of delivering a customized customer experience by responding to calls in multiple languages. Over the past two years, third-party food delivery apps have witnessed a significant surge in popularity. According to DoorDash’s report, 34% of survey participants initiate their food ordering process via a third-party app like DoorDash or UberEats, a substantial increase from 15% in 2021. The AI-powered ordering system will also suggest additional items to customers to complete their meals, a strategy DoorDash believes will boost overall restaurant sales.
In a related development, fast-food giant Wendy’s made headlines in May when it revealed plans to introduce an AI chatbot, “Wendy’s FreshAI,” to handle orders from drive-thru patrons.
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