AI-Powered Restaurant Call Handling: An Overview

March 6, 2024

AI-Powered Restaurant Call Handling: An Overview

Discover how AI-powered restaurant call handling revolutionizes customer service with 24/7 availability, human-like conversations, smart call routing, and data-driven insights. This technology helps restaurants manage orders, table reservations, FAQs, and catering with efficiency and ease, leading to cost savings, increased sales, and improved customer satisfaction.

24/7 Availability: AI systems answer calls day and night, ensuring no customer is left behind.
Human-like Conversations: Engage callers with natural, easy interactions.
Smart Call Routing: Directs calls to the appropriate staff, streamlining operations.
Data-Driven Insights: Tracks calls to identify patterns and improvement areas.
Cost Savings: Significantly reduces expenses compared to human staff.
Increased Sales: Suggests additional items, boosting order values.
Improved Customer Service: Offers quick, accurate service, enhancing the dining experience.

AI call handling is a cost-effective solution that lets restaurant staff focus on in-person guests while ensuring efficient and accurate phone service. With its ability to integrate with existing systems, customize conversations, and provide actionable analytics, AI technology sets the stage for future advancements in restaurant call management.

Natural Language Processing

Natural language processing (NLP) is how a computer can listen to what we say and get what we mean. In AI call handling, NLP helps the AI to:

Turn what a caller says into text
Understand that text to figure out what the caller wants
Come up with a good answer

NLP uses smart ways to have conversations that feel real to people calling.

Machine Learning

Machine learning lets AI systems get better over time by learning from data and feedback, without someone having to update them by hand. For call handling, this means the AI can:

Learn more from each call it handles
Get better at understanding what people want
Respond more accurately based on what it learns

The more it talks to people, the better it gets at helping them.

Speech Recognition

Speech recognition technology turns what people say into text that the AI can understand. It's smart enough to handle noisy backgrounds or different ways of speaking.

Together with NLP and machine learning, speech recognition helps the AI talk to customers smoothly, making the conversation feel more natural.

By using these technologies, AI call handling systems can help restaurants manage calls better, making sure customers get the help they need quickly and accurately.

Key Functions of AI-Powered Restaurant Call Systems

AI call handling systems use smart tech to make handling phone calls easier for restaurants. They can do things like take orders, answer questions, and manage table bookings without needing a person to do it. Here’s how they help:

Order Taking

These systems can handle the whole process of taking an order, including:

Understanding what customers want, even if it’s complicated
Checking with the restaurant's system to make sure they have what the customer wants
Suggesting other things the customer might like
Keeping customer payment info safe for next time
Making sure there are no mistakes in the order

This means the restaurant staff can spend more time with customers who are dining in.

Table Reservations

For booking tables, these systems can:

Take down when and for how many people a table is needed
Change bookings if needed
Send reminders about the booking
Let customers know if they have to wait for a table
Use past data to plan seating better

This makes booking tables easy and keeps things organized without overwhelming the staff.

FAQ Answering

The systems can also answer common questions about:

Where the restaurant is and when it’s open
What’s on the menu and how much it costs
Booking tables for groups
Options for takeout or delivery

This helps free up time for the staff to do other things.

Catering Management

For restaurants that also do catering, these systems help by:

Taking down details about catering orders
Keeping the catering team updated
Sending price quotes to customers
Planning delivery and staff needs

This makes managing catering orders smoother and keeps customers happy.

Smart Call Routing

These systems don’t just answer calls; they make sure calls go to the right person. They can:

Send specific questions, like about food allergies, to the right person
Connect people directly to the catering team for big orders
Make sure calls are answered quickly, especially when it’s busy

With smart call routing, customers get the help they need fast.

By using smart conversation tech and automating tasks, AI call handling lets restaurants give better service and lets staff focus on making guests happy.

Benefits of AI Call Handling for Restaurants

AI call handling brings a lot of good stuff to restaurants that want to work smarter, make more money, and keep their customers happy. By letting a smart computer system handle phone calls, staff can pay more attention to guests who are there in person, and no call gets left behind.

Cost Reduction

Using AI to handle calls saves a lot of money compared to paying someone to do it. Here's a simple way to see it:

Cost	AI System	Human Staff
Monthly Cost	$100	$2,000+
Hourly Rate Equivalent	$0.03	$15+

AI can take calls all the time without costing as much as paying someone to be there.

Improved Efficiency

AI call handling means restaurants can deal with a lot of calls without getting stressed. It's always ready to take calls, can figure out where calls should go, and can handle orders right away. This helps the restaurant run smoothly and makes sure they don't miss out on selling food.

Increased Sales

AI can also help sell more by suggesting things customers might like, based on what they've ordered before. This can make orders bigger by 15-25%. Plus, because AI can take calls anytime, it means the restaurant doesn't miss out on sales when it's busy or closed.

Enhanced Customer Service

AI makes ordering food over the phone quick, easy, and less likely to go wrong. It can talk to customers in a way that feels natural, make sure calls go to the right place, and work with the restaurant's system to handle orders. By always being there to take calls, AI helps restaurants give great service all the time. This makes customers happy and helps the restaurant stand out.

Case Studies and Success Stories

Here are some examples of how restaurants have used AI to answer phone calls and make things better:

Slang Helps NYC Restaurant Group Improve Service

A group of restaurants in New York City called Merchant's Hospitality started using an AI system named Slang when they didn't have enough staff during the COVID-19 pandemic.

Benefits:

They could answer 80% more calls
Saved the staff over 100 hours every month
Got more reservations and made more money

"Slang.ai saves my team over a hundred hours per month!" - Abraham Merchant, Founder of Merchants Hospitality

Jet's Pizza Sees Boost with OrderAI

Jet's Pizza put in OrderAI's AI system for phone orders in 130 of their stores.

Results:

The staff felt less stressed and could focus better
Customers had a smoother experience ordering
Payments were easier to handle, and orders were more accurate

"This solution has been a big win for Jet’s. Store employees are less stressed because they are off the phones and focusing on the best part of the job — making pizzas." - Aaron Nilsson, CIO of Jet's Pizza

Local Pizzeria Boosts Sales 20% with AI Assistant

Antonio's Pizzeria, a family-owned place in New Jersey, put in OrderAI after they kept missing calls and sales were up and down.

Outcomes:

They started answering more than 90% of calls, up from 40%
Sales went up by 20% every month
Customers were happier

The owner said OrderAI changed everything for the better, helping them get more business.

These stories show how AI for answering calls can help restaurants make more money, run smoother, and keep customers happy by picking up more calls and providing quick, right answers.

Evaluating AI Call Handling Systems

When picking an AI system for handling calls, restaurants need to check for certain features to make sure it fits what they need.

System Functionality

The system should at least be able to:

Take down orders with special requests and handle payments
Manage table bookings and waitlists
Answer common questions from guests
Handle catering orders and planning
Direct calls to the right staff members

These main tasks let the AI manage customer calls on its own.

Restaurant Tech Stack Integration

The system should work well with the restaurant's current tech, like:

Cash registers (Point of Sale systems)
Tools for keeping track of stock
Software for managing customer info (CRM)

This makes sure orders are right, stock levels are updated, and customer info is kept track of.

Scalability

The system needs to be able to handle:

Lots of calls at once
Thousands of calls in a day
Extra busy times like holidays

This means no calls are missed, even when it's really busy.

Customization Options

Restaurants should be able to change things like:

How the AI talks for a more personal touch
The sound and language of the AI
Rules for who gets which calls
Custom AI helpers

This lets the system match the restaurant's style.

Data and Analytics

The system should offer clear reports showing things like:

How many calls come in and when
How long calls last
Analysis of what's talked about on calls
Reports you can change to see what you need

These details help restaurants make better decisions for their business.

Implementing an AI Call Handling System

Setting up an AI system to handle calls in a restaurant needs a bit of work to make sure it fits in with what you already have. Here’s a step-by-step guide to get it up and running.

Integration with Existing Systems

The AI call system needs to talk to other tech in your restaurant:

Point-of-Sale (POS): By connecting the AI to the POS system, it can keep track of orders and payments in real time, reducing mistakes.
Online ordering/delivery: This connection lets the AI handle questions and orders with the latest menu and stock info.
Customer relationship management (CRM): This link lets the AI pull up past orders and likes when taking new orders or making suggestions.
Catering management software: Hooking up the AI phone system here keeps catering orders and updates flowing smoothly.

Making these connections means less double-checking and fewer errors.

Conversational Flow Customization

You need to set up the AI so it knows your menu and how your restaurant works. Important things to tweak include:

Menu configuration: Make sure the AI knows all about your dishes, including prices and ingredients, so it can take orders right.
Hours, location and reservation settings: Set up the AI with your opening times, where you are, and how you handle bookings.
FAQ training: Load the AI with answers to common questions about your restaurant.
Staff directory: Teach the AI who in your team handles what, so it sends calls to the right person.

Customizing the AI turns it into a knowledgeable team member.

Staff Training

Your team needs to know how to work with the AI:

Reviewing call logs: Show them how to find details of past calls for context on customer queries.
Transferring calls: Explain how to pass a call from the AI to a human smoothly, if needed.
Accessing analytics: Teach them to use data from the AI to understand customers better and improve things.
Adding to knowledge base: Show them how to update the AI with new menu items or processes.

Getting your staff up to speed means everyone can work together better.

Go-Live Support

The company that gave you the AI should help a lot, especially at the start:

On-site setup help: They should be there to set everything up, make sure it works with your other tech, and test everything.
Trial runs: They need to try it out with real calls and fine-tune things.
24/7 technical support: They should be ready to help with any problems, day or night.
Maintenance: They’ll keep the system updated with new features and fixes.

Good support from the vendor means a smoother start and fewer headaches later on.

Overcoming Implementation Challenges

Putting in a new AI call handling system might seem tough, but with the right approach, restaurants can get past common hurdles like setting the right expectations, getting everyone on board, and making sure staff know how to use the technology.

Managing Leadership Expectations

When you're starting with new tech, it's key to make sure the restaurant's leaders know what to expect. Things to talk about include:

Capabilities: Point out what the AI can do really well, like booking tables or answering common questions, and what it can't do.
Timelines: Let them know how long it will take to get everything up and running and when they'll start seeing results.
Investment required: Explain what needs to be done to make the AI work well, like connecting it with other systems and training the staff.
Metrics: Decide on the main goals, like how many calls it can handle or if it helps sell more, to see if it's working.

Being clear about what the AI can do and what it needs helps everyone have the right expectations.

Driving Staff Adoption

For the AI to really work, the staff need to use it properly. To make this happen:

Involve staff early: Ask for their thoughts to build trust and show how the AI will make their jobs easier.
Highlight benefits: Explain how the AI can take some of the load off by handling calls, making their work less hectic.
Train thoroughly: Make sure everyone knows how to work with the AI.
Address concerns: Talk about any worries they have and keep them updated on how the AI is doing.
Set incentives: Think about giving bonuses for reaching goals with the help of the AI, like more bookings or sales.

Getting the staff on board means the AI can really make a difference.

Ensuring Technological Literacy

To make sure everyone can use the AI smoothly, do the following:

Assessing gaps: Find out who needs help with tech skills.
Customized training: Teach people based on what they need to know.
Quick references: Make easy guides and videos to help out.
Ongoing support: Keep a line open for feedback and offer extra help as needed.
Equipment needs: Provide the right tools, like headsets for calls or tablets for bookings.

Teaching everyone how to use the AI properly means it can do its job well.

With good planning, clear goals, getting everyone involved, and teaching the right skills, restaurants can overcome the challenges of putting in an AI call handling system and enjoy all its benefits.

The Future of AI in Restaurant Call Handling

As AI technology gets better, the way restaurants handle phone calls with AI is expected to improve a lot. Here's what might change in the near future:

Expanded Language Support

Right now, these systems mostly use English, but we can expect them to start understanding more languages like Spanish, Mandarin, and others. This will help restaurants serve a wider range of customers better.

Tighter System Integration

AI call handling is likely to connect even more closely with other systems in a restaurant, like online orders, inventory, and loyalty programs. This could make things run smoother and improve the experience for customers.

Transition to Voice-Based Interactions

Instead of pressing buttons, future systems might let us talk to them more, making the experience feel more natural. They might even recognize who's calling based on their voice.

Enhanced Analytics and Optimization

With better tracking and analysis of customer calls, AI systems can help restaurants figure out how to get better over time. This means they can keep improving how they serve customers.

Expanded Use Cases

AI call handling might start doing new things, like making marketing calls, checking on quality, or translating languages in real-time.

Hybrid AI and Human Collaboration

Instead of just replacing people, AI might start working alongside them. This way, AI can handle the simple stuff, and humans can take over for the more complicated or sensitive issues.

While we're not sure exactly what will happen, it's clear that AI call handling has a lot of potential to change how restaurants work. Getting started with AI now could help restaurants be ready for these changes and use them to their advantage.

Conclusion

Using AI to handle calls is a big help for restaurants. It lets them serve people better, save money, and sell more. Here’s what you need to know:

Key Points

AI systems can do a lot, like take orders, book tables, answer common questions, and make sure calls go to the right person. This means the people working at the restaurant can spend more time helping customers face-to-face.
These AI systems are ready to help any time, day or night, and they can work with different languages. They also connect with other computer systems in the restaurant, making everything run smoother and keeping customers happier.
By suggesting extra items customers might like, handling more calls, getting orders right, and making it easy to order catering, AI helps restaurants make more money. Some places have seen their sales go up by more than 20%.
When it comes to costs, using AI is a lot cheaper than having people answer phones. On average, it’s about 90% cheaper. This, along with making more sales, means restaurants can start seeing benefits from their investment pretty quickly.

As AI gets even better, with more languages, better connections to other systems, easier ways to talk, and smarter ways to figure things out, it’s going to be even more important for restaurants.

Restaurants that start using AI for calls are setting themselves up for success. They let their staff focus on making great food and giving customers a good time, while the AI takes care of the calls. With AI technology getting better all the time, it’s something every modern restaurant should think about.

Is there an AI that can answer phone calls?

Yes, there are AI systems designed to pick up phone calls for businesses. These systems use technology to understand what callers say and to respond in a helpful way. They can:

Pick up calls any time, day or night, without needing a person
Figure out what callers need and give them the right answers
Look up information to provide accurate responses
Hand over the call to a real person if the AI can't help
Get better over time by learning from each call

This means simple and repetitive calls can be handled by AI, letting people focus on more complex tasks.

How is AI used in the restaurant industry?

Restaurants are using AI in several smart ways:

Creating special offers based on what they know about customers
Predicting when it's going to be busy to plan staff schedules and food orders
Understanding what customers like to improve menus and marketing
Automating order taking and customer service to make things faster
Keeping track of food stock to order just the right amount and reduce waste

By using AI, restaurants can make more money through better customer service and run more smoothly.

How can AI be used in a call center?

AI can help call centers in many ways:

Sending calls to the right agents based on what the caller needs
Writing out what's said on calls so it can be checked later
Giving agents information they need while they're on a call
Automatically checking calls to make sure they meet quality standards
Using patterns to guess how many calls will come in and how many staff are needed
Answering common questions any time with chatbots and automated systems

AI takes care of routine tasks and helps agents give better help to customers.

How can AI improve customer service in food operation?

In food services, AI can make things better by:

Suggesting dishes customers might like based on their past orders
Making order taking faster by automating some steps
Spotting problems early by looking at reviews and feedback
Answering common questions any time with chatbots
Offering special deals and rewards that match what customers like

AI makes it possible to serve customers faster and in a more personalized way, making their experience better.

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