Restaurant Chain: Voice-Enabled Ordering System
FreshBite Restaurants • Food & Beverage
Implemented voice-enabled ordering system that increased order accuracy by 95% and reduced wait times by 50%.
The Challenge
FreshBite faced high order errors and long wait times during peak hours, leading to customer frustration and lost revenue.
Our Solution
We built a voice-enabled ordering system with natural language processing that allows customers to place orders hands-free with high accuracy.
Technologies Used
Project Objectives
- Achieve near-perfect order accuracy during peak periods
- Reduce lobby wait times by at least 50%
- Deliver a consistent brand voice across kiosk and mobile channels
How We Approached It
Strategic phases that turned insights into measurable outcomes.
Service Blueprinting
Mapped front-of-house and kitchen workflows to identify automation opportunities.
- Shadowed staff during rush hours to capture real constraints
- Documented complex menu modifiers and allergy requirements
- Defined escalation paths for low-confidence voice intents
Voice UX Design
Crafted conversational flows that reduce friction and confirm accuracy.
- Developed intent libraries and sample dialogs for every menu category
- Designed multimodal UI pairing voice prompts with visual confirmation
- Implemented slot filling, upsell logic, and loyalty hooks
AI Training & Operations
Launched and tuned the voice engine while empowering staff.
- Trained speech models with regional accents and background noise
- Integrated with POS and kitchen display systems
- Built monitoring dashboards tracking accuracy and hand-off rates
Key Features Delivered
Conversational Ordering
Natural dialogs capture customizations with confirmations for edge cases.
Queue Management Console
Real-time dashboard orchestrates kiosk, mobile, and staff-assisted orders.
Fallback Safeguards
Human hand-off retains context when AI confidence drops below thresholds.
Deliverables
- Service blueprint and operations playbooks
- Voice persona guidelines and script library
- Voice-enabled kiosk and mobile applications
- Training materials and analytics dashboards for store managers
Project Timeline
Milestones that guided delivery from discovery to launch.
Discovery
Weeks 1-2Store observations, requirements gathering, menu analysis
Design & Training
Weeks 3-6Conversation design, dataset creation, prototype validation
Integration & Launch
Weeks 7-12POS integration, pilot rollouts, staff enablement
Project Details
Results & Impact
Order Accuracy
Near-perfect order accuracy
Wait Times
Faster order processing
Order Volume
Can handle more orders during peak
Customer Satisfaction
Higher ratings and repeat customers
The voice ordering system is like having an extra team member who never makes mistakes. Our customers and staff both love it.
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