The client is an Indian cuisine restaurant in
the US offering a range of Indian delicacies
and also offer online ordering, pickup and
delivery services to selected locations.
The Client Requirement
The client was facing a wide array of
challenges related to managing food ordering,
delivering and customer support. Handling
these perennial difficulties involved in a
human intervention which means the client had
to invest heavily in hiring staff and in the
management of their schedules.
How Sigillieum Helped the Client?
Sigillieum helped the US-based client by
developing a voice-activated ordering solution
for restaurants. This new platform allows the
restaurant’s customers to place a mobile order
through an Artificial Intelligence based
Automated Attendant which is then picked up by
an application in a dedicated PBX (Private
Branch Exchange) line in the restaurant.
The automated attendant will help the
customers to order food online. The voice bot
is trained and programmed to understand what a
customer wants and completes the order in a
very short time and a completely automated
manner. The AI-based virtual assistant carries
out natural-sounding conversations and will
accomplish tasks over the phone on behalf of
the restaurant.
If the voice bot takes time to respond to the
customers or reaches a threshold time limit,
the call will be directed to the restaurant
manager thus allowing for better customer
support. The virtual ordering assistant also
identifies the accent of the customer and uses
the same accent to respond.
Sigillieum developed the solution using an
open-source framework to power the PBX line.
This made it easier to build a custom phone
system that fits the needs of the client
business and also helps to communicate with
the customers in real-time. Natural Language
Processing (NLP) enables the voice bot to
convert Speech to Text and Text to Speech
whereas Natural Language Understanding (NLU)
helps to match the user request with the key
entities and intents fed into the system.
Outcome
Sigillieum’s virtual ordering assistant
helped the restaurant business to digitally
communicate with their clients, thus enabling
a higher ROI to the stakeholders. The use of
automated attendants helped to boost
engagement and interaction with the customers.
It helps to take the customer service to the
next level and at the same time reduces
customer support costs.
