AI has taken the world by storm, and it has transformed numerous aspects of customer experience across restaurant, QSR, and self-service contexts, including drive-thru ordering and kiosks.
AI has taken the world by storm, and it has transformed numerous aspects of customer experience across restaurant, QSR and self-service contexts, including drive-thru ordering and kiosks.
But just how can operators leverage the rapidly evolving technology to revolutionize their customer experience?
It’s the topic of a session called “Voice-speech interaction: The next game changer in customer experience” at the Self-Service Innovation Summit, hosted by Networld Media Group from December 9-11 in Tampa, Florida.
We reached out to Steve Lieber, VP of franchise development at BurgerFi, who will speak on the panel, to learn more about what to expect from the topic.
Register here for SSIS 2024.
Q&A with panelist Steve Lieber
Q: How has AI transformed self-service kiosk operations in the past year?
Lieber: AI has significantly improved self-service kiosks by making them more intuitive, faster, and able to offer personalized recommendations. It has also helped streamline order processing, leading to fewer errors and a better customer experience.
Q: What are some of the ways operators can leverage AI to their advantage?
Lieber: Operators can use AI to optimize order recommendations, identify high-demand items, and streamline inventory. AI also helps analyze customer preferences and behavior patterns, enabling more effective upselling and cross-selling.
Q: Do you have advice on choosing the right AI technology?
Lieber: Select technology that integrates seamlessly with your existing systems. Look for solutions that are user-friendly, easily customizable, and supported by a reliable provider offering ongoing support and updates.
Q: What are some of the challenges you’ve had to solve related to AI in self-service?
Lieber: We’ve faced challenges related to ensuring accurate order recognition, handling various customer accents and languages, and making sure the kiosks function smoothly during high-traffic times. Balancing personalization with customer privacy has also been key.
Q: What do you predict for the coming year of development in this technology?
Lieber: AI in kiosks will become even more predictive, using data to better anticipate customer needs and preferences. Voice recognition and natural language processing will improve, leading to more conversational interactions. Kiosks will also likely become more connected, allowing for smoother multi-channel customer experiences.
Q: Do you have any closing thoughts?
A: AI is a powerful tool that, when used effectively, enhances customer satisfaction and operational efficiency. For operators, the focus should be on finding AI solutions that align with their goals and continuously evolving those solutions to meet changing customer needs.
