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ConverseNow Pilots Wingstop to New Heights with Voice AI

By Greg Tavarez March 10, 2023

Automated phone systems, although great when first introduced, have created frustrating interactions that turn customers away. One of the main reasons for frustration with these systems is the lack of human interaction, which can lead to a sense of disconnect and impersonality. Additionally, some automated voice systems may not recognize certain accents or speech patterns, which can make it difficult for users to get the information they need.

Sure, automated phone systems work well for some, but businesses and restaurants want to turn “some” to “all” – and that is where the newest generation of AI for restaurants comes into play:

Voice AI.

Voice AI engages in limitless conversations at once each with the personable, tailored approach that people expect when speaking to a team member. The ease and efficiency of online ordering with the customizable, high-touch experience of traditional drive-thru and phone conversations combined allows voice AI to automate the previously time-consuming order-taking process with accuracy. And with national and international QSR brands racing to integrate conversational AI into their operation, voice AI is sweeping the restaurant industry.

Wingstop, with a focus on creating more time for its employees to serve that signature Wingstop flavor experience, is the next brand to utilize voice AI through a pilot program with voice AI provider ConverseNow. The virtual ordering assistants replicate natural human dialogue to provide the naturally conversational and personalized experience guests seek when dining out. Orders are processed by the restaurant’s point of sale system in the same way as online orders, allowing staff to fulfill AI orders without any additional training.

With Wingstop, ConverseNow’s voice AI-powered virtual assistants handle Wingstop’s phone orders in select restaurant locations. Automating phone orders in this way effectively removes missed calls and hold times for guests, enabling the ability to place orders with ease even during peak hours.

Processing Wingstop orders in English and Spanish, ConverseNow self-learning virtual assistants are programmed to hold deep knowledge around Wingstop’s menu and offer personalized recommendations for guests to enhance their orders. Guests who still prefer to speak with a live person have the option to do so.

“Wingstop has built an incredible business with nearly 30 years of history,” said Vinay Shukla, co-founder and CEO of ConverseNow. “It’s been a pleasure seeing how our AI has been embraced by their guests and staff while driving results in sales and average ticket. We’re privileged to help them continue their ascent and solidify their leadership in the next generation of restaurants.”

Wingstop stores are not the only ones utilizing ConverseNow. ConverseNow’s voice AI is live in more than 1,200 stores across 46 states, encompassing phone and drive-thru ordering environments.

Edited by Alex Passett
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