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DoorDash has announced it will begin incorporating AI into its voice-ordering process. This development builds on its existing model, leveraging best-in-class agents to further support restaurant operations. This innovation will help cut down on costs while enabling participating operators to increase their sales by answering all calls. This option can help restaurants to pursue incremental revenue opportunities while providing a convenient end-to-end customer experience.
“Customers expect more from restaurateurs, and in return, restaurateurs expect even more technology-forward solutions from us – including support for phone channels to meet customers where they're ordering,” says Rajat Shroff, Head of Product and Design at DoorDash. “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.”
According to the newly released 2023 Restaurant Online Ordering Trends Report, one in five customers prefer to order takeout via phone. This preference stems from wanting convenience, customization, and familiarity. Giving customers flexibility when ordering is a big leg-up over competitors and building brand trust. With continued staffing issues, however, providing customers with that flexibility can be a challenge.
DoorDash listened to feedback from restaurant partners and customer preferences to incorporate AI into voice ordering options that could further increase the variable profits of operator’s businesses without sacrificing quality.
Facilitating Cost-Effective Incremental Sales: DoorDash has heard that up to 50% of customer calls are left unanswered. Coupling AI with best-in-class live agents ensures customer calls will be answered with little to no wait, enabling operators to capture the unmet customer demand.
Relieving Burdensome In-Store Labor: During peak times at restaurants, AI will answer calls allowing employees to focus on providing warm hospitality to in-store customers as opposed to worrying about answering phone lines.
Providing Excellent Customer Experiences: Customers will have a personalized voice ordering experience in multiple languages with no missed calls or long wait times. Returning customers will be able to quickly reorder their favorite meal. Live agents will be available to jump in to support customers for that personal touch of customer service.
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