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AI is advancing in many different industries, including food and restaurant services. To ride this trend, Carl Sconnely, the owner of Miami Beach-based tech company Quartile 3 Robotics, has spent years developing Xina AI, a voice-ordering system that could revolutionize the restaurant industry and capitalize on this trend.
What is a voice ordering AI?
Restaurants and hotels can utilize conversational AI, also known as voice AI, to modernize their ineffective and dated order-taking systems. Voice-activated AI ordering assistants can take customers’ orders quickly and accurately. This technology allows for the instant transmission of orders from mobile devices or kiosks to the kitchen or an external POS system, allowing customers to experience shorter wait times while front-of-house employees have more time to attend to other matters. Since voice orders are recorded and saved, analytics can be run on that data to provide true insights that owners won’t get from their employees or touch screens.
According to Sconnely, there are five key benefits to this technology.
1. Adapting to consumer behaviors
Fifty-one percent of US consumers use voice technology for product research, resulting in one billion voice searches each month. Quick-service restaurants are already utilizing this innovation, realizing it can help them modernize while adapting to shifting consumer behaviors. In a society that has become more cautious about health and safety, voice technology supports touchless, remote, and hygienic customer experiences.
2. Reducing labor costs
Quick-service restaurants (QSRs) in the US are feeling the effects of the highest inflation rate in 40 years. Labor shortages have led to business closures and overworked employees. In hotels, staff answering in-room dining or housekeeping calls can not be eliminated.
Voice-activated AI ordering assistants can automate the ordering process, doubling staff productivity during busy times. Team members can now devote their time and energy to more valuable tasks and in-person interactions with customers rather than manually entering guest orders.
3. Ensuring consistent quality
Taking orders is a very promising use of voice technology in the restaurant and hotel business. Conversational AI systems can keep up with customers even in a fast-paced work environment with an accuracy rate of 94%. Through AI, companies can ensure that every customer gets the same fast, accurate, and affordable service, according to their standards.
4. Upselling to boost sales
One of the most important ways for restaurants to make more money is to sell extra items. Upselling does not entail additional costs, but many employees forget or are hesitant to bring up additional offers. AI can help identify upselling opportunities by observing and analyzing individual customer behavior. Touch screens do not provide accurate upselling data. If a customer orders a hamburger and fries, both items are added separately, so it’s not known if the touch screen upsold the fries. With voice, the AI knows if the customer says “hamburger and fries” vs. “hamburger.” It checks the cart for items and asks, “Would you like cheese on the hamburger?” or, for items not in the cart, “Would you like to add a _____ to your order?”
5. Less food gets wasted
The food service industry wastes approximately 22 to 33 billion pounds of produce a year. Making mistakes when taking orders contributes to sending food and produce to the waste bin. Restaurants also lose $25 billion annually, as more than 70% of food goes to waste even before reaching the customer’s plate. According to some studies, eliminating food waste could increase a company’s bottom line by up to 6%.
Advancing AI in restaurant operations
AI voice technology can benefit both the restaurant and the customer. Sconnely says, “It transforms business processes, enhances operational efficiency, and increases customer satisfaction.” Further development in voice technology could also usher in exciting new horizons for business while providing consumers with individualized services.
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