TECH TRENDS for delivery-related questions or concerns , contributing to customer satisfaction and service efficiency
• Going mobile : taking this even further , CAI can also be incorporated into mobile apps to improve the customer experience and streamline ordering – featuring digital intelligent virtual agents ( IVAs ) that engage in natural language conversations with customers . In case of complex requests or issues , customers can also be transferred to a live agent – combining AI and human support
• Extra hands : while restaurants continue to struggle with high employee turnover and shortage of skilled labour , IVAs can also support with effective onboarding , training and upskilling
Gopi Polavarapu , Chief Solutions Officer , Kore . ai
For those in the food sector , the results of this customer survey for UK consumers are telling . Almost nine in ten ( 87 %) agree it is essential that automated assistants of any kind must be able to function across different languages .
More than three-quarters ( 78 %) say having to re-state their situation or problem more than once during any type of customer service interaction is their ‘ biggest customer frustration ’. While 83 % say that automated assistant technology should always have an option to transfer to a live person .
From self-service kiosks to automated drivethrus and customer service support , GenAI offers huge potential for the food industry . Success , however , hinges on the industry ’ s ability to engage in genuinely conversational interactions , offer tailored services and implement personalised and effective upselling strategies .
In the world of fast food , it pays to be quick when it comes to innovation for long-term gains and increased brand loyalty .
So , would you like a side of AI with that ? x
OUR RESEARCH UNDERSCORES THE GROWING AND WIDESPREAD ACCEPTANCE OF INTELLIGENT AUTOMATED AGENTS ACROSS DIFFERENT INDUSTRIES AND DEMOGRAPHICS .
The proof of the pudding ? Get your CAI right
When done right , CAI and GAI have an important role to play in the food industry . Not only has the technology improved substantially in recent years , people are increasingly warming to the use of automated assistants .
In the past , speaking to a real person to make an order available was deemed to be the ‘ gold standard ’ for good service . But things are changing .
According to our latest annual CX Benchmark Report , consumers now prioritise accuracy ( 92 %), effectiveness ( 92 %) and friendliness ( 91 %), regardless of how they receive it .
Moreover , our research underscores the growing and widespread acceptance of intelligent automated agents across different industries and demographics .
www . intelligentcxo . com
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