As technology continues to evolve, so do the methods of conducting business. E-commerce has transformed the way we shop, making it easier and more convenient than ever before. However, even as e-commerce has grown in popularity, it has become clear that there is still room for improvement. The rise of conversational commerce is one such improvement, which has the potential to revolutionize the way we shop online.

Conversational commerce refers to the use of chatbots, messaging apps, voice assistants, and other conversational interfaces to facilitate communication between customers and businesses. By integrating conversational interfaces into e-commerce, businesses can provide personalized and frictionless experiences to their customers, enabling them to interact with brands in a more human-like way. This approach is particularly useful for e-commerce, where the customer journey is often fragmented and complex.

Revolutionizing Customer Experiences: Walmart’s Move into Conversational AI

One company that has embraced conversational commerce is Walmart, the world’s largest retailer. Walmart has been experimenting with conversational interfaces since 2015 when it launched its chatbot on Facebook Messenger. This chatbot enabled customers to search for products, place orders, and track deliveries through a conversational interface. In 2017, Walmart expanded its conversational commerce efforts by partnering with Google to offer voice-activated shopping through Google Assistant. This allowed customers to add items to their Walmart shopping cart using only their voice.

Walmart’s conversational commerce efforts have had a significant impact on its e-commerce business. The chatbot on Facebook Messenger has been particularly successful, with over 40% of customers who interact with the bot making a purchase. Additionally, Walmart has reported that customers who use conversational interfaces spend on average 2.5 times more than those who don’t.

Unlocking the Power of Conversational Commerce

One of the key advantages of conversational commerce is that it enables businesses to provide a more personalized shopping experience. By using data analytics and artificial intelligence, conversational interfaces can learn about a customer’s preferences and behavior, and use that information to make personalized recommendations. This is particularly useful for e-commerce, where customers often have to sift through thousands of products to find what they’re looking for. With conversational interfaces, customers can simply ask for recommendations and receive tailored suggestions.

The ability to interact with customers in real-time is another benefit of conversational commerce.  By using messaging apps or chatbots, businesses can provide instant service and answer customer queries quickly and efficiently. This is particularly useful for e-commerce, where customers may have questions about products or delivery times. And by providing real-time support, businesses can significantly reduce customer frustration while increasing overall customer satisfaction.

The purchasing experience in an online store can be confusing and complicated. Conversational commerce enables businesses to streamline the customer journey. By using conversational interfaces, businesses can guide customers all the way through to checkout, providing step-by-step guidance through the entire purchasing process and making online shopping easier and more intuitive.

Choosing the right AI assistant platform

One of the most exciting developments in conversational commerce is the emergence of AI-powered conversational agents like Alan AI. Alan AI is an AI-powered conversational agent that enables businesses to provide personalized and conversational experiences to their customers. By using natural language processing and machine learning, Alan AI can understand customer queries and respond in a way that feels human-like.

Alan AI is particularly useful for e-commerce, where customers may have complex queries that require a human-like understanding. For example, a customer may ask about the availability of a particular product in a specific color and size. Alan AI can understand the query and provide a personalized response, enabling the customer to complete their purchase in a seamless and frictionless manner.

The key advantage of Alan AI is that it is multimodal and enables businesses to scale their conversational commerce efforts quickly and efficiently. 

At first it was the deadly buzz of the pandemic, and now it’s the thunder of markets crashing and lightening flashing an impending recession. Will restaurant owners have no relief? Restaurants were just opening up and attending to the happy crowds as COVID ebbed, when out-of-the-blue the stock market nosedived. Complicating the state of affairs is a labor shortage in restaurants and signs for “Help Wanted’ are way to common. Given the precarious climate, owners cannot pay their employees high wages as profit margins have been squeezed for many restaurants. What do they do?

Voice Technology Helps Ease the Shortage

Voice automation is a cost-effective solution with long-term benefits. It creates back-end operational efficiency and lends a hand in front-end ordering, easing any lack of available labor. You can easily give back an hour to each employee with an intelligent voice assistant.

Backend Operational Efficiencies

A. Tasks: The voice assistant is a hands-free buddy who reminds an employee to login, enter work schedules, complete tasks, adhere to special instructions etc. When the employee finishes a task, he can just inform the voice assistant and the app will automatically check off the task. No need to take off gloves to touch and type task fulfillment in apps. And nothing beats a friendly voice prompt to remind employees to complete tasks in a timely manner. Operational efficiencies = cost savings. It is estimated that approximately 5 seconds are shaved off per task by using an intelligent voice assistant.

B. Order Fulfillment

Modern kitchens have Kitchen-Display-Systems with screens that can bring up orders according to priority, highlight special dietary requests, flag ad hoc changes, and showcase item inventory. With voice technology, the employee no longer needs to take out time to read the screen or re-engage with it while he steps away to get something- as it audibly prompts the employee for order fulfillment. The employee can ask questions and get intelligent and accurate responses if he did not understand the prompt. The hands-free voice assistant enables every restaurant employee to save approximately 10 seconds per order fulfillment.

Front-end Operational Efficiencies

Adding voice tech to restaurant food ordering mobile or web apps save precious employee time in taking the order, ensuring accuracy of order, getting payment etc. The customer orders on an app and can either get the food delivered at home or the office or can pick-up from the restaurant premises. Lengthy menus and frequent changes to the restaurant food items are common, making voice user interfaces faster and more desirable than using a touch screen. Instead of touch and type, swipes, and going through menu items, users can simply ask the app for their menu choice, exactly the way they want it, and get their items ordered in a few seconds, thus increasing their satisfaction.

A touchless restaurant kiosk facilitate a self-service, unhurried experience, and reduce the potential health risks of touch screens. Industry calculations indicate that each drive thru order is $1.56 vs one penny for a voice activated order. Kiosks have the potential to significantly increase each ticket size by prompting upsells and cross-sells, and making personalized menu recommendations based on historical buyer behavior.

Additional Benefits

Besides resolving the labor shortage and operational costs, voice technology can reduce food wastage and makes for quicker, superior customer service.

If you are looking for a voice-based solution for your restaurant app, the team at Alan AI will be able to deliver exactly that. Email us at sales@alan.app

Alan AI has patent protections for its unique contextual Spoken Language Understanding (SLU) technology to accurately recognize and understand human voice, within a given context. Alan’s SLU transcoder leverages the context to convert voice directly to meaning by using raw input from speech recognition services, imparting the accuracy required for mission-critical enterprise deployments and enabling human-like conversations, rather than robotic ones. Voice based interactions, coupled with the ability to allow users to verify the entered details without having the system to reiterate inputs, provides an unmatched end-user experience.

An intelligent voice assistant can be a boon for increasing restaurant employee productivity and scaling operational efficiency, ensuring food safety compliance, and increasing order ticket sizes.

A heartening statistic mentions how customers are open to using voice for ordering food- 64% of Americans are interested in ordering food with the help of voice user interfaces and more than one quarter of all USA consumers who own voice activated devices have used them to order food service. Recently, Opus Research published a research report ‘The Business Value of Customized Voice Assistants’ based on a global survey of 320 business leaders in 8 industries to obtain the state of voice assistant implementation and global trendsthat recognizes that restaurateurs are rapidly realizing the benefits of voice assistants for accurate, efficient food ordering.

Voice assistants have come a long way from consumer voice experiences with products like Alexa smart speakers, Google Assistant, and Siri. Interactive, AI powered voice for business apps are inside your app and drive context-aware conversations. Using natural language, the user can navigate through the application to quickly get exactly what he wants.

Natural Language Processing (NLP), Speech apis, text to speech, speech to text, are common technology terms tossed around as the world grapples with the rapid change from touch and type to humanlike voice interfaces for apps.

Let’s now delve into how voice assistants can be valuable to restaurant management software vendors and franchise owners.

Voice Assistants for Restaurant Management ISVs

Efficient Operational Tasks/Employee Training

A voice assistant increases efficiency and accuracy in restaurant maintenance tasks by easing the process of Real-Time Operational Reports & Notifications  The voice assistant is like a buddy who reminds an employee to login, enter work schedules, complete tasks, adhere to special instructions etc. When the employee finishes a task, he can just inform the voice assistant and the app screen will instantly check off the task as complete. Alan’s hands-free voice assistant enables every restaurant employee to shave off 5 seconds for any task that previously involved taking off gloves such as manual entries for work logs, task completion, etc. Each employee can get an hour back with the help of the voice driven automation and use the extra hours in their work shifts to perform higher level tasks to drive customer satisfaction and loyalty.

Productivity gains = 5 secs per task x number of employees x daily tasks

For employee training, any new employee would be delighted to have an onboarding and self-service training help on-demand. With interactive instructions and reminders, training is easy and effective. Employees can now get trained in the shortest time possible and become productive on the job much faster.

Faster Food Order Tracking

Modern kitchens have display screens that can bring up orders according to priority, highlight special dietary requests, flag ad hoc changes, and showcase item inventory. 

With voice technology, the employee no longer needs to take out time to read the screen, as it audibly prompts the employee accurately for order fulfillment and the employee can ask questions and get intelligent and accurate responses if he did not understand the prompt. The hands-free voice assistant enables every restaurant employee to save approximately 10 seconds per order fulfillment and make more efficient use of their time working on food order fulfilment.

                       Productivity gains = 10 secs per order x number of orders daily

Decrease in Liability for Food Safety and Hygiene Compliance

The restaurant industry has strict safety and hygiene regulations mandated by the state and federal law agencies. Restaurants have to comply with these rules to keep their doors open. Additionally, each restaurant may have their own roster of do’s and don’ts. A voice assistant can go a long way in prompting, reminding, and quickly upgrading safety and hygiene protocols for restaurant employees, and thus reducing liability.

Voice assistants increase food safety and hygiene compliance by 3X

Voice Assistants for Restaurant Franchise Owners

A Voice enabled restaurant ordering mobile device or web app and touchless restaurant kiosk facilitate a self-service, unhurried experience, and reduce the potential health risks of touch screens. Ordering food can actually be a pleasure with a friendly voice. Moreover, industry calculations indicate that each drive thru order is $1.56 vs one penny for a voice activated order. Restaurant employees also benefit from a voice assistant that can help with some of the mundane tasks while they focus on food preparation, food presentation,  and customer service.

Lengthy menus and frequent changes to the restaurant food items are common, making voice user interfaces faster and more desirable than using a touch screen. Instead of touch and type, swipes, and going through menu items, users can simply ask the voice assistant for their menu choice, the exact way they want it, and get their items ordered in a few seconds, thus decreasing customer frustration while increasing their satisfaction.

Upselling to the customer is also easier with a voice interface.  Consider this scenario: A customer orders a burger at a kiosk. Alan’s voice assistant asks “would you like to add a side of fries for $2.00?”. A personalized, humanlike voice influences the customer to reach a faster decision and more likely a “Yes”- they may have an interest in the item but did not happen to notice it in the menu or did not have the time to look through the entire menu.

A Forbes article mentions that average ticket size increased by 20–40%  when voice assistants were used to place a food order. Therefore, an order for $10 can very easily be converted to $12 or $14 with interactive voice apps.

Wrapping it up, Voice Interfaces which interact with customers like normal conversations for food ordering, operations, and delivery are fast becoming a norm in the restaurant industry. The need for a hands-free, touchless application has gained popularity with the onset of the COVID pandemic.

If you are looking for a voice-based solution for your restaurant app,, the team at Alan AI will be able to deliver exactly that. Write to us at sales@alan.app

Alan has patent protections for its unique contextual Spoken Language Understanding (SLU) technology to accurately recognize and understand human voice, within a given context. Alan’s SLU transcoder leverages the context to convert voice directly to meaning by using raw input from speech recognition services, imparting the accuracy required for mission-critical enterprise deployments and enabling human-like conversations, rather than robotic ones. Voice based interactions, coupled with the ability to allow users to verify the entered details without having the system to reiterate inputs, provides an unmatched end-user experience.

Imagine being able to order your favorite dish from your favorite restaurant with the help of voice commands when you are taking a drive in your sedan. How wonderful would that be! The entire experience would be hands-free, hassle-free, and it will get completed in a jiffy.

Today, there are a number of applications which leverage voice technology. According to Capgemini Research Institute, the use of voice assistants will grow to 31 percent of US adults by 2022.

In this article, we are going to discuss the usage of voice technology in food ordering and delivery.

Will customers be eager to order from restaurants using an intelligent voice interface?

A heartening statistic that shows how customers are open to using voice for ordering food- according to a research by Progressive Business Insights, 64% of Americans are interested in ordering food with the help of voice assistants.

With the help of intelligent voice interfaces, what was once a four to five minute exercise (often with some fumbling back and forth between screens and menus), gets completed in a few moments. The demand for a contact-less, fast and accessible food ordering option is gaining more momentum, thanks to the pandemic. COVID has ushered in a wave of digital tools, including voice technology, which makes efficient, touchless, and accurate food ordering a possibility.

The restaurant industry is quite adept at understanding what customers’ want. We will soon see most of them leveraging the full spectrum of voice technology in food ordering and delivery.

The User Experience:

Personalized, humanized voice interactions

An intelligent voice interface for food ordering will be a joy to the user. Just by uttering a few words, the in-app voice assistant is capable of ordering the right menu items including special requests, for example,

“ Can I get the regular veggie sandwich”?

“ And can you please omit the onions”

It can also pull up past favorites and allow the user to quickly reorder dishes, suggest similar dishes based on customer’s preferences or dietary restrictions, communicate ‘Specials of the Day’, and gather feedback from the user on any menu improvements- all in a smooth, interactive manner.

The Restaurateur Experience:

Works with the existing user interface

The voice technology is not a separate app where your customers will be redirected to place the orders. It works seamlessly with the existing app interface of the restaurant and the voice command will be reflected in the app visually, so that the customer knows exactly what’s happening. Moreover, multimodal assistants allow voice in combination with touch and type, giving the customer ample freedom of choice.

Accurate ordering

Incorrectly inputting information or hearing the wrong words can result in errors that will botch up the food orders. It will also result in customer complaints, and such a hit on one’s reputation is very bad news for restaurants. Voice tech that is accurate strives to eliminate manual tasks and reduce errors in ordering food.

Reduction in operational costs

One of the biggest contributors to the expenses of a restaurant business are its overheads. From paying the staff to managing inventories, an issue here or there could lead to a lot of resources wasted. COVID has hit the restaurant industry hard as is highlighted in the article Forbes: Restaurant industry is fighting to stay alive and avenues to reduce costs will be welcomed by restaurant owners.

When voice enabled apps handle the job of taking orders, restaurants can cut costs and only hire the services of experienced staff who will take care of preparing the food. Also, restaurants won’t have to train employees to take orders nor have to invest in systems which do that.

Easy Upsell

As per an article in Forbes, The average ticket size increased by 20–40% when voice enabled apps were used to place a food order. This increase in the size of the order can be attributed to upselling, since the voice interface technology recommends more products based on the past history and customer’s preferences.

Coherent Brand Experience

Using the brand elements at all places consistently is something that every marketer believes in, and for the right reasons. Voice technology is capable of adding a restaurant’s brand elements into the ordering system into every interaction. By doing so, the customer will get the same consistent experience while ordering food from the restaurant’s app. The voice of the voice tech can also be tailored to reflect the personality of your restaurant.

In summary, the restaurant industry has jumped into the voice technology bandwagon as it comes with a host of conveniences for both consumers and restaurateurs. By combining traditional delivery systems with modern voice assistant technology, superior service delivery becomes a cakewalk. It is very likely that voice command-driven food ordering and delivery will become the norm, thanks to its ease and speed.

If you are looking for a voice-based solution for food ordering and delivery that will work with your app’s existing UI and can be deployed in a matter of days, the Alan Platform is the right solution for you.

The team at Alan AI will be more than happy to assist you. Just email us at sales@alan.app

If you’ve been trying hard to boost your revenue and enhance the usability of ecommerce apps, voice assistants are here to help you out.

Before we understand how voice assistants shape the ecommerce industry — what is voice commerce and how is it related to voice assistants?

What is Voice Commerce?

Voice commerce is the act of employing voice recognition technology to enable users to interact with ecommerce websites and applications to search, get support, and purchase products just by using their voice. Voice commerce is growing fast, and is expected to reach 8 billion devices by 2023, and is currently at 1.5 billion devices now, according to Juniper Research. So if you’ve been thinking about adding a voice assistant to your ecommerce store, now is the perfect time. You’re not too late!

What’s more, the general market awareness related to voice technology is particularly high. According to a report by PwC, only 10% of surveyed respondents were unaware of voice-enabled devices and products. On the other hand, 90% of the aware respondents had used a voice assistant. Widespread adoption of voice assistants is being driven by younger consumers and households.

That said, businesses are reaping the benefits from the mainstream adoption of voice assistants in various ways. 

How Voice Assistants Drive Business Outcomes

Business Cost Savings

If you believe that implementing voice assistants in your ecommerce store is going to be a hefty expenditure, you might need to reconsider your views. Yes, you may need to invest a bigger amount upfront, but considering the gains it brings a few years down the line – the amount you are investing is almost nothing. 

As a matter of fact, the return on investment for voice assistants in apps is considerably huge. First, there are low maintenance costs. The easiest route is to go for a third-party stand-alone voice assistant. You need to pay them on a subscription basis, and all the maintenance is their headache. 

Secondly, as voice assistants are going mainstream, they attract better leads and close more sales. Users get to shop even when they are out somewhere – driving or meeting someone. They only need to instruct the voice assistant to place an order for XYZ, and that’s all – no scrolling, browsing, and tapping required. 

This pretty much explains why consumer spending via voice assistants will reach 18% by 2022. 

Higher Customer Satisfaction

Believe us when we say that voice assistants make way for better customer satisfaction. Consumers get personalized attention and real-time responses, just the same way they would if they were to shop in a brick-and-mortar store. All this in the comfort of their home.

A voice assistant reduces the time to buy considerably. According to Bing, searching with your voice is about 3.7 times faster than typing. Google has the same views as well. It revealed that 70% of searches that happen on Google Assistant are in natural language.

What’s more, a voice assistant not only helps you serve a better user experience, but you also get your hands on critical data points that can be further used to enhance your services. Considering that 40% of adults use voice search once daily, it’s easy to see what kind of data you can gather by adding a voice assistant to your ecommerce store. 

Savings On Support Costs

Having a voice assistant means having a customer service team 24/7. A voice assistant provides automated customer support to your users, and with less costs. They can take care of most of their queries, thus delivering a higher response time and speeding up the resolution time. 

This is why 93% of consumers are satisfied with the services provided by their voice assistants. Further, around 50% of consumers feel organized, 45% feel informed, and 37% feel happy with the help of these voice assistants. 

Conclusion

Voice assistants are a necessity to stay ahead of the competition and deliver a best in class user experience. A voice assistant not only helps you bring down costs, but it also enhances customer satisfaction and improves the performance of your customer support team.

Go ahead, and add a voice assistant to your app. How, you ask? Alan AI is here to help. Alan is a conversational voice AI platform that simplifies the entire process of adding a voice assistant to your application. Contact us to learn more about our services and how we could help you realize your goals. 

Everyone wants the most effective business operations daily. Unfortunately, if we look closely at business operations, we will recognize that often, we use expensive highly qualified resources to do mundane jobs.

For example, airlines were spending a phenomenal amount of money on highly qualified booking and travel agents. They discovered the same tasks could be as effectively executed by transferring the tasks to their customers. To enable this, they invested in software that would help customers navigate their buying processes. This is an example of the self-service world.

So far, we have gone through two phases of self-service in the consumer world. Today, we are on the verge of entering the third phase.

Self-Service 1.0 – Filling up forms by ourselves and giving them to businesses and getting information back in the physical world, such as mail and other document delivery modes.

Self-Service 2.0 – We use mobile and web applications daily for Banking, Airlines, E-Commerce, Healthcare, and other situations. We rarely visit banks. We use their software for most of our transactions. Gone are the days when we saw travel agents to buy tickets. Our visit to stores is mostly on-line, and Amazon and Shopify have enabled us to buy most things by ourselves.

Self-Service 3.0 – All applications we have used in the self-service 2.0 era are poised to interact with users with human-like conversations. Each conversation, using voice and visual responses, becomes a learning moment for the application. As people converse with it, it learns more about you: what you like, how you speak, your dialect. It understands and feels human… not onerous, not robotic. It is something you want to converse with.

Here are four applications that are on the verge of joining the Self-Service 3.0 movement.

Banking – Self-service banking is the new normal, and every bank has to be able to deliver that as an experience to its consumers. As people have moved online and to mobile, they expect to be able to bank 24/7 with personalized conversations in their applications. Customers are asking for more informational, frequently asked questions, and 20% of time complex, multi-turn questions. Answering the questions requires context and additional machine learning components beyond basic FAQs.
Food Ordering – Today, every fast-food restaurant has humans to take care of the ordering process. Tomorrow, customers will have a conversation with the restaurant’s custom application on-site or mobile. The conversation’s nature will include taking customers through their menu items, pricing, specials, delivery details, and completing the orders respectfully.
Patient Monitoring – Most elderly patients are regularly visited by nurses and caretakers to collect health data. Soon, an empathetic voice assistant will be having a conversation with patients to collect basic data, saving some nurse visits and time.
Training – Every business has to train its employees, and often these processes and procedures keep changing, creating training challenges. “What can I do here?” and “How do I complete this task?” are all conversations that can be enabled in any application to provide the latest contextual information, with appropriate voice and visual responses. Every application can train us while we are performing a task.

These examples release people to use their time for more challenging and creative tasks that befits their experience and qualifications.

In the next few years, we will be ushering in and furiously adopting Self-Service 3.0 solutions on the World’s First  Conversational Voice AI platform, Alan AI. We will have human-like conversations with software applications in the upcoming Self-Service 3.0 era, where solutions will create delightful human-like experiences to interact with banks, merchants, healthcare services, and more on a day-to-day basis.

Besides providing human-like, empathetic conversations, Alan AI Platform will release humans to do more productive, value-add work.