DoorDash Uses AI-Based Voice Ordering System for its Restaurants

JAKARTA - Food delivery service platform DoorDash integrates artificial intelligence (AI) technology for its restaurant clients, which will allow customers to communicate with AI-based bots to order food instead of contacting staff inside busy restaurants.

According to an announcement from DoorDash on August 28, the new AI-based voice ordering system will answer phone calls from customers, which will be made available to selected carriers.

DoorDash's 2023 Restaurant Online Ordering Trends Report reveals that while 20% of customers prefer ordering food over the phone, up to 50% of calls from customers go unanswered—leading to significant unrealized losses for restaurants.

"Customers expect more from restaurateurs, and in return, restaurateurs expect more technologically advanced solutions from us—including support for phone lines to meet customers where they place their orders," said DoorDash's Head of Product and Design, Rajat Shroff.

According to the statement, DoorDash will incorporate a mix of AI and human operators to ensure that all customer calls are answered in the shortest time possible, enabling restaurants to keep up with increased demand during peak hours.

In addition, DoorDash says that its AI system will be able to provide a personalized customer experience by answering calls in multiple languages.

The AI-enhanced ordering system will also provide potential customers with recommendations for completing their food orders—a move DoorDash says will increase overall sales for restaurants.

In May, fast food restaurant chain Wendy's drew attention when it announced that it would be introducing an AI-based chatbot named "Wendy's FreshAI" to take orders from drive-thru customers.