DoorDash Introduces AI-Powered Voice Ordering System for Restaurants

Food delivery service platform DoorDash is revolutionizing the way customers place their food orders with the integration of AI technology. Instead of dealing with busy in-house staff, customers will now have the option to communicate their orders to AI-powered bots.

Answering Customer Phone Calls

DoorDash recently announced their new AI-powered voice ordering system, which will provide an automated response to customer phone calls. This feature will initially be available to select operators. Currently, while 20% of customers prefer ordering food via phone, up to 50% of customer calls go unanswered, resulting in significant losses for restaurants.

"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, DoorDash’s head of product and design.

Efficient Response and Personalized Experience

DoorDash plans to combine AI and human operators to ensure that all customer calls are answered promptly, allowing restaurants to keep up with increased demand during peak times. The AI system will also be capable of answering calls in multiple languages, providing a more personalized customer experience.

Increasing Sales for Restaurants

DoorDash's AI-enabled ordering system will not only streamline the process but also offer potential recommendations to customers, helping them add complementary items to their meal. This feature is expected to boost overall sales for restaurants.

Rising Popularity of Third-Party Food Delivery Apps

In recent years, third-party food delivery apps like DoorDash and UberEats have gained significant popularity. According to DoorDash's 2023 Restaurant Online Ordering Trends report, 34% of respondents now begin their food ordering process by using a third-party app, more than double the percentage from 2021 (15%).

In May, fast food chain Wendy’s made headlines with their announcement of an AI-powered chatbot called "Wendy’s FreshAI" for taking orders from drive-thru customers.