DoorDash launches AI-powered voice ordering technology for restaurants

While big restaurant chains have been experimenting with AI-powered drive through ordering for a while now, small businesses sometimes struggle with takeout orders. Online ordering from DoorDash and others makes it easy for most consumers to request delivery from their favorite participating local spot, but some consumers still prefer to order by phone. And DoorDash’s research suggests that many businesses struggle to keep up with phone calls…

DoorDash is launching AI-powered voice ordering technology that will allow restaurants to increase their sales by answering all of the calls they receive, the company announced on Monday. The system will also provide customers with curated recommendations to complement their meal.
The company’s 2023 Restaurant Online Ordering Trends Report reveals that one in five customers prefer to order takeout via phone, but up to 50% of customer calls are left unanswered, which results in potential revenue losses.
“Customers expect more from restaurateurs, and in return, restaurateurs expect even more technology-forward solutions from us – including support for phone channels to meet customers where they’re ordering,” said Rajat Shroff, head of Product and Design at DoorDash, in a statement. “Supporting operators by capturing customer demand through investments in our voice product is one way we’re delivering more and enabling our partners to grow their business.”
DoorDash says the new cost-efficient innovation will give select operators the potential to increase their sales by answering all calls and pursuing incremental revenue opportunities.
With this new system, DoorDash is coupling AI with live agents to ensure customer calls are answered with little to no wait, enabling operators to capture the unmet customer demand. During peak times at restaurants, AI will answer calls, allowing employees to focus on in-store customers.