DoorDash, the popular food delivery service, is taking steps to integrate artificial intelligence (AI) technology into its services for restaurant clients. Instead of relying solely on busy human employees to manage food orders, the company is introducing an AI-powered voice ordering system . This technology will handle customer calls and will initially be available to select partners, as revealed in an announcement made on August 28th.
DoorDash's own research, detailed in their 2023 Online Ordering Trends for Restaurants report, discovered that while 20% of customers prefer ordering by phone, nearly half of these calls (up to 50%) go unanswered, resulting in significant missed opportunities for restaurants.Rajat Shroff, Head of Product and Design at DoorDash, emphasized that restaurants and customers both expect more tech-driven solutions. The introduction of AI-powered systems, including phone support, aims to meet these evolving needs.
The company intends to use a combination of AI and human operators to ensure all customer calls are promptly addressed, especially during peak hours when demand surges. Additionally, DoorDash's AI system is designed to offer a personalized customer experience, including multilingual support. The integration of AI will also enable the system to suggest potential meal selections to customers, a move expected to boost overall restaurant sales.
DoorDash isn't the only player in the food industry exploring AI integration. Wendy's, a prominent fast-food chain, made headlines by announcing its AI chatbot called "Wendy's FreshAI," designed to handle orders from drive-thru customers.
