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Ezra AI Brings AI-based Customer Experiences to the Restaurant Industry

By Tracey E. Schelmetic August 15, 2023

While business-to-business companies and retailers have been using AI to improve the customer experience, there is less penetration of the technology into the restaurant industry. This doesn’t make a lot of sense, since restaurants are more reliant on the quality of their customer interactions than nearly any other industry. (Unhappy customers don’t return, and restaurants live or die by repeat business). In fact, there is no reason why restaurants can’t harness the power of AI to enhance customer experiences, improve operational efficiency and achieve sustainable growth.

Ezra AI, a provider of AI solutions aimed at the restaurant industry, recently introduced a solution that uses advanced machine learning and natural language processing technologies to enhance customer experience, optimize call center workflows and improve overall business performance. The solution may be used by restaurants in three configurations: first, via 100 percent human agents who answer every call and send the order directly through the POS to the restaurant’s kitchen. Secondly, via 100 percent human call center agent with AI backup. In this configuration, human call center agents answer every call. AI is used as a backup to ensure accuracy on every order before it is sent to the kitchen. Finally, the solution may be used via 100 percent AI order-taking assisted by human agents. In this configuration, AI answers every call; however, if the call fails due to background noise or other reasons, the call automatically forwards to a human agent.

The solution offers restaurants intelligent call routing, natural language processing, smart knowledge bases to provide the data the AI needs to be effective, and real-time analytics and insights so restaurants can quickly measure the effectiveness of the customer journey they provide.

The company noted that Ezra AI's Call Center AI solution is suitable for restaurants of all sizes as well as other industry players including telecommunications, POS providers, middleware software, ordering platforms and even other types of call centers. The flexible and scalable nature of the software allows seamless integration with existing call center infrastructure, ensuring a smooth transition and minimal disruption, said the company.

Edited by Greg Tavarez
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