Highlights:

  • The company processed 532 million orders totaling USD 16.5 billion in the previous quarter. Its revenue increased 33% year over year to USD 2.1 billion.
  • DoorDash’s AI can handle customer calls that could otherwise go unanswered when all the restaurant’s customer service agents are busy.

DoorDash Inc. unveiled a new artificial intelligence technology that aims to improve restaurant call processing.

The NYSE-listed business runs one of the globally recognized food delivery platforms. The company processed 532 million orders totaling USD 16.5 billion in the previous quarter. Its revenue increased 33% year over year to USD 2.1 billion.

Up to 50% of client calls to restaurants go unanswered, according to an internal study published by DoorDash. The phenomena might have a detrimental effect on the revenue of restaurant operators because some of those unattended calls would have resulted in takeout orders. According to DoorDash, this new AI technology prevents income loss.

DoorDash’s AI can handle customer calls that could otherwise go unanswered when all the restaurant’s customer service agents are busy. According to the business, no wait times are involved in processing takeaway orders. It has a function that enables returning consumers to rapidly reorder items they’ve previously bought to speed up the purchasing process even further.

According to DoorDash, its AI is multilingual. A support agent can assist the consumer in completing the purchase if the software gets an order it cannot fulfill.

The business allows customers to use its AI technology with its DoorDash Drive service. With the latter option, eateries may integrate the platform with their websites and mobile apps. A DoorDash courier delivers the package when a consumer orders from a restaurant that uses DoorDash Drive.

According to DoorDash, “select” restaurant operators would first have access to its AI voice ordering technology. It was also mentioned that the software is provided as a white-label solution, allowing businesses to brand it to fit their needs.

Rajat Shroff, Head of Design and Product at DoorDash, said, “Supporting operators by capturing customer demand through investments in our voice product is one way we’re delivering more and enabling our partners to grow their business.”

Additional machine learning features might be added following DoorDash’s new voice ordering capability. In an April blog post, the business stated that it “hopes to leverage generative AI and revolutionize the delivery experience.” The article continued by listing many specific instances where DoorDash might use the technology.

One of the applications mentioned in the post is using a voice assistant with AI to process customer orders. DoorDash also suggested using generative AI to generate menus that feature the most popular items at the top. Another potential use case mentioned in the company’s blog is providing personalized discounts.