Technology

DoorDash introduces AI, agent-powered voice-ordering solution

August 28, 2023

DoorDash has launched voice-ordering capabilities incorporating AI, building on its model leveraging agents to support restaurant operations. The cost-efficient innovation will help operators increase sales by answering all calls and pursuing incremental revenue opportunities, while providing an excellent end-to-end customer experience, said Rajat Shroff, head of Product and Design.

"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," he said in a company press release. "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."

One in five customers prefer to order takeout via phone, according to the 2023 Restaurant Online Ordering Trends Report as well as qualitative DoorDash research. Despite the preference, with continued staffing issues, fluctuations in customer demand, and an emphasis on in-store hospitality, operators may be leaving revenue on the line. DoorDash, however, listened to feedback from restaurant partners and customer preferences to incorporate AI into its voice-ordering product that could further increase the variable profits of operator's businesses without sacrificing quality, Shroff said.

DoorDash heard that up to 50% of customer calls are left unanswered, so coupling AI with live agents ensures customer calls will be answered with little to no wait, enabling operators to capture the unmet customer demand. By leveraging technology and DoorDash's menu knowledge, customers will be provided with curated recommendations to complement their meal, increasing overall ticket sizes by targeted upselling, according to the release.

Restaurants looking to facilitate delivery of phone orders are also able to tap into DoorDash Drive, a white-label solution that powers direct delivery from any business.