DoorDash Adds an AI-Powered Voice Ordering Phone Service





DoorDash is branching out from app-only ordering by adding an artificial intelligence voice that will take your order .

The feature builds off the app’s existing model to support customers and restaurants who prefer the phone call to an app. Customers can place orders by speaking to an AI-powered DoorDash representative with little wait time.

“Customers expect more from restaurateurs, and in return, restaurateurs expect even more technology-forward solutions from us – including support for phone channels to meet customers where they’re ordering,” said Rajat Shroff, head of product and design at DoorDash, in a statement released yesterday.

DoorDash’s 2023 Restaurant Online Ordering Trends Report showed that one in five customers prefer ordering by phone, making it more convenient and easier to customize orders. However, DoorDash said half of customer calls to live agents go unanswered. AI voice ordering can maintain quality experiences for restaurants and customers by streamlining ordering and customer service calls. 

The smooth rollout of this AI-powered system is a far cry from the nervous reaction Google got when it first unveiled its own AI assistant, Duplex, back in 2018. It stoked fears that people wouldn’t know if they were talking to a human or computer. The explosion in interest in AI this year, however, has made it a lot more acceptable to embrace. 

In addition to fries being the most ordered food, the report also says 34% of people order through apps like DoorDash, up from 15% in 2021. By adding voice orders, restaurants could see increased revenue by reaching customers who might otherwise not place an order if restricted to only using the app.

Restaurants can lessen their workload by focusing on preparing food while calls are taken care of automatically. DoorDash’s AI ordering upsells by offering customers recommendations.

“Supporting operators by capturing customer demand through investments in our voice product is one way we’re delivering more and enabling our partners to grow their business,” the company said. 

AI ordering is only available to select operators for now. DoorDash was not immediately available for comment on when it will expand. Interested restaurants can learn more about registering with the app here. Also, check out all the new upgrades DoorDash is adding to the app this year.

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