Your Favorite Drive-Throughs Just Got Chatbots
Bi-weekly news commentary
Hey friend,
How are you? Hope you’re doing great.
Slowly but surely, we start seeing AI making inroads into any part of business. This story is about AI replacing order takers in fast food drive-throughs. Similarly to how parking booth people were earlier replaced by parking mobile apps.
The gist:
After a busy day at work, you felt a sudden craving for a real treat. You told yourself a story, “I’ve been eating healthy most of the time, but today, after that crazy day in the office, I deserve that cheeseburger my ol’ high school friends used to order at Dairy Queen’s drive-through.” Your very particular order always got messed up. You had to repeat it three times. Fast-forward to today, the Berkshire Hathaway-owned Dairy Queen restaurant chain is piloting chatbots in select drive-throughs this week. Kevin Baartman, EVP of Information Technology for the chain, says “the bots improved customer-satisfaction scores by double-digit percentages. The chatbots always read back orders to customers, whereas employees sometimes skipped the step.” The bots are accurate 90% of the time, says Presto, the bot maker, compared to humans, which is much lower.
AI is redefining customer service, so no wonder it will enter offline service interactions, too. Learn why it’s another key step in the overall “AI-CATION” (just made up a word), and what it could mean for your business.