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Are You Ready to Program Your Next Meal?

In the restaurant business, customer service is of paramount business. Whether it is ordering food or booking tables, customers expect the restaurant staff to give them timely responses. While the customer care service staff can be the best people to answer their queries, there are times when the ‘human tendency’ can interfere with their behavior and hence, result in a negative brand impression of the restaurant. Are Chatbots be the answer?

They may be too tired, careless or uninformed to attend to the guests promptly. Chatbots can overcome such human limitations. Since chatbots are automated human interactions, they can take over the basic and mundane customer service tasks such as taking an order, providing with address/timings/menu or accepting payments.

Customers will manage 85% of their relationship with the enterprises without interacting with a human by 2020, according to a Gartner report. This indicates that a majority of human interactions will be automated in the future. And, chatbots are perceived as a crucial technology in this direction.

Several organizations across the world are using chatbots to provide a human touch to their customer communication. Designed on the concepts of Natural Language Processing (NLP) and Artificial Intelligence (AI), chatbots can respond to texts and digital chats, and can strike deep, meaningful conversations with customers. They can be built in any live chat interface, such as Slack, Facebook Messenger, Telegram, messaging apps or text messages. For example, Uber chatbot lets Facebook Messenger users to hail a cab from their messaging app itself.

For example, Taco Bell’s TacoBot acts like a witty personal butler to customers using the messaging app Slack. It takes their orders, answers their questions, organizes group office orders, gives menu recommendations and handles transactions. It can even crack jokes, and add a cup of water to the order if the customer mentions being drunk.

“Customers will manage 85% of their relationship with the enterprises without interacting with a human by 2020, according to a Gartner report.”

With chatbots at their disposal, restaurants do not require to keep a 24/7 dedicated executive to service the customers. Chatbots are programmed with answers to all standard and frequently asked questions. They can act as perfect round-the-clock assistants, engaging customers in a far better and faster way. Customers don’t need to make frustrating phone calls and wait long for someone to come on the other line. Chatbots can attend to multiple customers at a time!

Chatbots record customers’ information such as contact details, order history and preferred payment. It can also send a notification as soon as the order is ready to be served or delivered. So, next time, customers order the food through the chatbot, the process is even simpler and quicker, making them happy with the efficient handling of their orders.

Are you ready to program your own restaurant experience?

This story was written by Amit Dua and reprinted materials from iAmwire. Materials may be edited for content and length.

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Chatbots for Restaurants – A Better Customer Experience


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