A quick-casual chain that operates and franchises 100 shops in 16 states is utilizing synthetic intelligence (AI) to streamline its dealing with of telephone orders.
Newk’s Eatery is deploying the Kea voice AI ordering system to automate its telephone order channel and digitize its off-premise enterprise, which has accounted for one-third of all its orders because the COVID-19 pandemic. The retailer presently operates the Kea AI answer in all of its company places and is increasing the platform into the franchise community in 2023.
At one of many preliminary pilot places, the kea answer managed 3,048 orders positioned over the course of two weeks, saving workers 182 hours’ value of manually dealing with telephone calls and offering them with extra time to deal with in-person customer support.
Throughout the first three months of using the Kea answer in its company shops, Newk’s was in a position to minimize prices by eliminating 50% of the telephone strains within the pilot eating places.
Utilizing pure language processing, the Kea answer triages incoming calls, transcribes, upsells, and confirms orders. Utilizing a PCI-compliant system, kea then processes buyer cost and sends orders to the restaurant POS. The answer additionally ensures there may be all the time a human “in the loop” of the decision, in case prospects need assistance or favor to talk to somebody immediately.
“When callers can’t get through to a cashier, we risk upsetting loyal customers and losing a significant segment of our customer base,” mentioned Adam Karveller, VP of IT at Newk’s Eatery. “Not only that, if the phone is constantly ringing off the hook, we also risk losing employees who are stressed and overwhelmed, compounding the labor shortage problem we already face.”
“When we were looking at options for to-go ordering, we didn’t want a one-size-fits-all technology. We wanted a customer-centric solution that specialized in the phone channel,” mentioned Mark Reedy, VP of franchise operations. “We found that Kea was much more accurate and user-friendly than the other options, and based on the check averages going up, we know that it’s been more successful too.”
Based mostly in Jackson, Miss., Newk’s Eatery is a fast-casual chain that operates and franchises 100 models in 16 states.
Anthony’s Pizza streamlines telephone ordering with AI
Anthony’s Coal Fired Pizza can be leveraging expertise to reinforce the processing of telephone orders. The quick meals pizza chain is deploying the ConverseNow voice AI expertise platform for eating places in all of its 60 Anthony’s Coal Fired Pizza places throughout the East Coast. Geared up with conversational intelligence, ConverseNow AI-powered digital ordering assistants replicate pure human dialogue to gauge buyer sentiment and information conversations. They will detect nuances and predict ordering behaviors, in addition to upsell gadgets primarily based on contextual knowledge and knowledge obtainable to them in real-time.