When you hear the words “automated” and “enterprise,” you probably think of those robot voices on the phone when trying to call a business or contact a customer service representative. Take this idea and apply it to ordering food in a restaurant. Could quality service really be delivered with a single automated voice, or do people prefer a more human connection? That’s the question companies like McDonald’s, Applebee’s and Jet’s Pizza want answers to, according to the Wall Street Journal.
As the WSJ explains, companies are beginning to focus on adding “voice bots” to their operations to free up employees to perform other tasks. These automated systems can allow customers to place multiple orders at once, analyze and store customer data, and “stick to the upsell script.” This means that with just one phone call, you will not only give your data to a machine for processing, but you will also be convinced to spend more money by a voice without a real body.
Of course, leaking your private information directly to a machine will definitely have its drawbacks. Top Class Actions reports that restaurants such as Applebee’s and Chipotle have been accused of using automated voices to collect customers’ “voiceprints” without permission. At a time when many people are increasingly careful about the type of data they disclose, it seems that the idea of introducing a greater level of automation in the restaurant industry may meet with some resistance. .