IBM has unveiled Watsonx Orders, an AI-powered voice agent designed for drive-thrus in quick-service restaurants. By utilizing advanced technology from IBM Research, Watsonx Orders aims to help restaurant operators address labor challenges by automating orders and interactions without the need for human cashiers. This innovative solution not only streamlines the ordering process for guests but also maximizes revenue for restaurant owners.

Watsonx Orders is part of IBM’s watsonx family of AI Assistants, which enables businesses to deploy and scale conversational AI to optimize revenue and reduce costs. The system is specifically calibrated to understand fast food menu items, customization options, limited time offers, and promotions. Integrated with both corporate and restaurant-level points of sale, Watsonx Orders can provide real-time information about available items, facilitating accurate orders and routing them to the appropriate cash register, screens, and printers in the kitchen.

As drive-thrus account for over 70 percent of quick-service restaurants’ revenue, operators consider them their primary sales channel. However, finding and retaining order takers for drive-thrus can be challenging, leading to significant revenue drops when positions remain unfilled or due to absenteeism. Watsonx Orders aims to become a valuable crew member that is accurate, polite, speedy, and available 24/7.

How Watsonx Orders Works

Watsonx Orders is a combination of hardware and software that is installed in the restaurant. It is programmed to understand the complete menu of specific restaurant chains and the availability of items based on seasons and the time of day. The system is capable of recognizing customer orders even with nicknames and customization options. Additionally, Watsonx Orders is regularly updated to stay informed about limited-time offers at both national and local levels.

When guests approach the outdoor menu board, Watsonx Orders greets them and engages in conversation. Customers can start by indicating that they are picking up a mobile order or are rewards members. Alternatively, they can begin ordering directly, specifying their desired items and any customizations. Watsonx’s natural language processing capabilities enable it to prompt customers for additional information, such as the size of a shake, and to understand specific customization requests.

Unlike many AI voice agents, Watsonx Orders does not convert each spoken word into text for analysis. Instead, it converts audio into phonemes, which are the individual sounds that compose words, resulting in faster speech recognition. The system also employs generative AI techniques to comprehend the various ways people express the desire to order a hamburger. State-of-the-art neural net technology is used to eliminate noise interference from sources like freeways, airports, and stereos.

On the backend, Watsonx Orders is connected to the restaurant’s technology stack. Once an order is gathered, it is transformed into commands that the point of sales system (cash register) can process, and the order is transmitted to kitchen staff through displays and printers. IBM is responsible for manufacturing and installing all the necessary hardware and software for a seamless delivery to restaurant owners.

The Benefits of Watsonx Orders

Watsonx Orders matches the accuracy of human order takers in practice but is available for every shift, every day, and even during holidays. This ensures that restaurant owners gain the equivalent of more than eight hours of labor each day, allowing their crew members to focus on delivering exceptional customer service. Speed of service and car counts per hour are vital performance metrics in the industry, and IBM’s team is continuously exploring ways to enhance order efficiency without compromising accuracy. Moreover, Watsonx Orders has the ability to generate additional revenue by strategically upselling or offering complementary items to customers with each order.

In the event that something goes wrong or a guest insists on speaking with a human, Watsonx Orders can smoothly transition the conversation without requiring customers to repeat themselves.

Getting Started with Watsonx Orders

IBM remains committed to advancing Watsonx Orders and achieving the utmost accuracy and speed of service in every restaurant. The company is interested in collaborating with the corporate offices of quick-service restaurant brands to understand their pain points and customize the product to meet their specific needs.

Frequently Asked Questions (FAQ)

How does Watsonx Orders benefit quick-service restaurant owners?

Watsonx Orders helps restaurant owners address labor challenges by automating orders and interactions without the need for human cashiers. This allows owners to maximize revenue and improve operational efficiency as the system can handle orders 24/7 and works every shift, every day.

How does Watsonx Orders enhance the guest experience?

Watsonx Orders enables quick and accurate order-taking while maintaining a cheerful and polite conversational tone. The system is designed to assist customers in making decisions without being pushy. Additionally, Watsonx Orders can smoothly transfer the conversation to a human staff member if needed.

Does Watsonx Orders have the capability to upsell or offer additional items to customers?

Yes, Watsonx Orders is equipped with the ability to upsell or suggest additional items to customers, thereby generating additional revenue with each order.

How can restaurant owners get started with Watsonx Orders?

Restaurant owners can connect with IBM to learn more about Watsonx Orders and discuss customization options tailored to their specific needs.

Summary

IBM has introduced Watsonx Orders, an AI-powered voice agent designed for drive-thrus in quick-service restaurants. This innovative solution automates orders and interactions, allowing restaurant owners to address labor challenges and maximize revenue. Watsonx Orders is equipped with advanced technology that understands fast food menu items, customization options, and limited-time offers. The system provides real-time information to guests, handles orders accurately, and seamlessly integrates with the restaurant’s technology stack. Watsonx Orders offers numerous benefits, including increased operational efficiency, improved speed of service, and the ability to generate additional revenue. Restaurant owners interested in implementing Watsonx Orders can partner with IBM to customize the solution to their specific needs.