Foodservice brands use assistive AI tech to improve customer touchpoints
Trend - Balancing the benefits of both AI assistance and face-to-face customer service interactions, F&B brands are improving efficiency with AI chatbots and assistants across smaller touchpoints in the customer journey--including virtual and phoned delivery inquiries and drive-thru ordering.
Insight - One of the primary concerns about using AI assistants in retail is that they can limit in-person customer service interactions that build familiarity and connection with a brand. However, convenience and accessibility are also important to customers and AI's various applications improve those considerations. Brands are most effective when carefully assessing which customer journey touchpoints are worth incorporating the tech into--and which are best with engaged human interaction.
Insight - One of the primary concerns about using AI assistants in retail is that they can limit in-person customer service interactions that build familiarity and connection with a brand. However, convenience and accessibility are also important to customers and AI's various applications improve those considerations. Brands are most effective when carefully assessing which customer journey touchpoints are worth incorporating the tech into--and which are best with engaged human interaction.
Workshop Question - In what area/s could your brand's customer journey be improved by AI assistants?
Trend Themes
1. Enhanced Customer Service - Improving efficiency with AI chatbots and assistants across smaller touchpoints in the customer journey--including virtual and phoned delivery inquiries and drive-thru ordering.
2. Multilingual AI - Deploying Spanish drive-through AI voice technology to create an inclusive environment and cater to a broader audience.
3. Personalized Recommendations - Bolstering user engagement by offering tailored recommendations, answering queries, and connecting users with the restaurants they love most.
Industry Implications
1. Foodservice Industry - Improving efficiency with AI chatbots and assistants across smaller touchpoints in the customer journey--including virtual and phoned delivery inquiries and drive-thru ordering.
2. Technology Industry - Deploying Spanish drive-through AI voice technology to create an inclusive environment and cater to a broader audience.
3. Restaurant Industry - Bolstering user engagement by offering tailored recommendations, answering queries, and connecting users with the restaurants they love most.
