AI chatbot technology is rapidly making its way into QSRs (Quick Service Restaurants) as a way to serve customers more efficiently and without human employees. QSRs must now heavily consider AI-driven technologies, such as high-end AI-powered chatbots with natural language processing capabilities, in order to provide customers with fast, reliable customer service that can handle any queries they might have. In the QSR industry, AI chatbots could help streamline many of the processes that currently require manual work, reducing operational costs and improving customer satisfaction simultaneously.
To make sure you don’t forget the extra guac that you like, Chipotle is adding an Artificial Intelligence (AI) based chatbot to assist customers that are ordering by phone. The system will use past customer purchases and preferences to suggest new menu items and otherwise develop more engagement with hungry patrons.
Several QSRs, including McDonald’s, are using machine learning or AI type methods as a revenue generator since customers using these systems typically ring in with a higher tab. For future possibilities, perhaps Chipotle’s system will also work with customers placing orders via smart speakers as well as drive-thru window service.
A Restaurant Dive article, excerpted below, provides more coverage of the topic:
Chipotle, which has been testing artificial intelligence-generated voice assistants for phone orders since the beginning of 2018, plans to expand the system to all 2,500 of its restaurants by the end of 2019, Nation’s Restaurant News reports. The test started at 10 restaurants and grew to 1,800 locations this year.
The system features a female voice that offers suggestions to customers, such as adding salsa or sour cream. The algorithm becomes more refined as more customers order through the system.
The program is being used as a convenience, and is not related to labor issues. Customers using the automated system can place their order, pay ahead and skip the line by grabbing food off a pickup shelf, Chipotle’s Nicole West, VP of digital strategy and product, told the publication. Manual phone orders don’t allow for pay ahead.
Overview by Raymond Pucci, Director, Merchant Services at Mercator Advisory Group
