Enriching the Conversational AI Drive-Thru
How orchestration can improve AI efficiency and create even more value from an important revenue channel.
The conversational AI drive-thru experience could be so much more than it is.
For example: AI can be an effective tool for improving consistency in the drive-thru lane…until it reaches its limits.
On the upside, AI is more consistent with upsells and vastly reduces costly errors while crucially speeding up service time.
On the downside, conversational AI is often hamstrung by static, generic upsell scripts that are less relevant to the customer than they are to the current seasonal promo list. The technology is unable to adapt to the personal needs of each customer; and that unfortunately leaves money on the table.
So, what can orchestration do here?
Through ORCA, we can connect the drive-thru’s conversational AI to a real-time, context-aware AI upsell engine.
In the process of ordering, as each item is confirmed by the AI, an Items_Added_to_Order event is sent to a specialized AI Upsell Engine.
Then, personalization is injected into the process. The engine's recommendation is based on the customer’s current order, their purchase history, or even important external factors like the daily weather. Ultimately, a highly relevant upsell_suggestion is appended to the event.
Now, upsells stop being a generic hurdle in the order process and start being relevant—even surprising and delightful to today’s often AI-jaded customer.
More intelligent, personally relevant upsells means more successful upsells, and that means a significant increase in average check size. That’s on top of the existing benefits of conversational AI: reduced wait times mean less time wasted for customers and more customers served for the restaurant.
Greater revenue per order through personalized upsells.
More orders per day from reduced wait times.
Higher customer satisfaction from increased order accuracy.
All by getting traditionally static pieces of the tech stack to finally work together and become dynamic through orchestration.
ORCA will be at MURTEC! Get in touch with our team to schedule time to connect or get an early demo.
