Dive Brief:

• DoorDash has developed voice ordering capabilities that use artificial intelligence to take phone orders, the company said in an email to Restaurant Dive.
• The system will answer all incoming calls, provide incremental revenue opportunities by offering recommendations for customers to add to meals and improve the customer experience with no wait times, the company said.
• DoorDash said it developed this technology to help restaurants handle phone calls. Fifty percent of calls go unanswered at restaurants, since one in five customers still prefer to order takeout over the phone, according to DoorDash’s 2023 Restaurant Online Ordering Trends report. 

Dive Insight:

DoorDash’s phone system will allow employees to focus on dine-in guests rather than answering the phone, the company said. Customers will have access to multiple languages through the system and the ability to quickly reorder their favorite meals. Live agents will also be available to provide customers with support at any time. 

Using the phone system, customers can place orders for pickup or delivery, DoorDash said. When orders are completed, they will be processed directly through the restaurant’s point of sales system. Restaurants using DoorDash Drive, the company’s white-label product that allows direct delivery from any business, will be able to provide order tracking, as well.

Voice phone ordering marks DoorDash’s latest innovation for merchants to enhance the guest experience. In June, it added store rewards, allowing restaurants to offer coupons like $5 off a $50 order and other discounts. Last year, it added in-app reviews along with a better way to find local restaurants. 

Automated phone ordering is also becoming increasingly available to restaurants. Companies like Goodcall, Popmenu and HungerRush have been offering automated phone systems to ease the burden of front-of-house staff. SoundHound AI partnered with Square last year to allow restaurants the ability to take automated phone orders. Uber Eats also added voice ordering through its app last year, allowing customers to order via Google Assistant.