The bot can carry out these tasks in manner similar to a service executive, difference being-it can execute round the clock with zero downtime. Bots can be programmed to carry out a myriad of tasks ranging from answering FAQs, making a reservation, ordering food or processing payment. Restaurants don’t need to have an exclusive service executive for the customers either.
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With chatbots, your customers no longer need to make a call to reserve a table, wait for staff to attend to them or wait in line for tables to free up. However, be it ordering food, making a reservation or even getting recommendations, it is impossible for service staff to meet everyone’s standards consistently, which can result in a negative brand image for the restaurant.
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Everything from running marketing campaigns, their website to online and offline services is a means to attaining the very goal of impeccable service. Given that customer retention and loyalty is at the core of any service-based business, it is paramount for restaurants to fulfill and exceed expectations when it comes to guest service. For example, the pizza bot from Domino’s takes delivery orders directly from Facebook Messenger with a mere emoji. Designed to communicate in a meaningful manner with customers, chatbots can be integrated with any interface (Facebook, Slack or Telegram to name a few). It is only a matter of time before chatbots in restaurants make their way to the forefront.
With chatbots becoming mainstream, several industries are utilizing them as they offer greater and less intrusive opportunities when it comes to customer engagement (esp. Surveys show that 89 percent of consumers opt to engage with businesses through text and 64 percent of consumers that communicate with businesses via text leave with a positive impression.Ĭlearly, we are not far from the time where majority of interactions will be automated completely given that conversational AI/ intelligent chatbots are playing a crucial role in almost every industry. Gartner predicts that by 2020, a whopping 85 percent of enterprise-customer relationships will be managed without human interactions.
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