In a bid to enhance customer experience and boost revenue for restaurants, DoorDash has introduced a cutting-edge AI-powered voice ordering technology. This breakthrough innovation not only addresses the prevalent issue of unanswered customer calls but also provides personalized recommendations to amplify dining experiences.
According to DoorDash’s recent “2023 Restaurant Online Ordering Trends Report,” approximately one in five customers still prefer the traditional method of placing takeout orders via phone. However, a staggering 50% of these calls go unanswered, resulting in substantial potential revenue losses for restaurants.
Acknowledging the evolving expectations of both customers and restaurateurs, Rajat Shroff, Head of Product and Design at DoorDash, emphasized the need for technology-forward solutions to meet customer demands. He stated, “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.”
The integration of AI technology into the voice-ordering process comes as a response to feedback from restaurant partners and customer preferences. DoorDash’s innovative approach combines AI with live agents, ensuring that customer calls are promptly answered. This not only resolves the issue of unanswered calls but also enables operators to tap into unmet customer demand effectively.
During peak hours, the AI technology takes over call answering responsibilities, allowing restaurant employees to focus on delivering excellent in-store hospitality. Moreover, the AI system provides customers with tailored meal recommendations, effectively upselling and increasing overall ticket sizes. This personalized experience extends to multiple languages, eliminating missed calls and long wait times.
Returning customers will enjoy the convenience of quickly reordering their favorite meals, and live agents are available to provide support whenever needed. DoorDash has created a cohesive ecosystem for restaurants looking to facilitate delivery of phone orders, leveraging its white-label solution, DoorDash Drive. This solution empowers businesses to offer direct delivery, providing customers with real-time tracking capabilities.
DoorDash’s commitment to AI-driven innovations is not new. The company’s roots in artificial intelligence date back to its inception, with a focus on merging data from the software and physical worlds. Machine learning has been instrumental in optimizing logistics, enhancing recommendations, and fine-tuning operations to create a seamless and customer-centric experience.
You can also read the official announcement by DoorDash.
