Anthony’s Coal Fired Pizza and Wings, known for their delicious coal-fired pizzas, implemented an AI ordering platform called “Becky” in 2022. However, just a year later, they made the surprising decision to remove it. We sat down with CEO Carl Bachmann to find out why.
When it comes to technology, the restaurant industry is no stranger to innovation. Artificial intelligence has become a game-changer, promising to enhance the dining experience for both customers and restaurants. AI-driven chatbots and mobile apps simplify the ordering process, reduce wait times, and allow for easy customization of meals. AI-powered reservation systems improve table management, minimize overbooking, and enhance the overall dining experience. Not to mention, AI ordering lightens the workload for employees.
So why did Anthony’s Coal Fired Pizza and Wings decide to implement an AI ordering platform in the first place? According to Bachmann, they wanted to embrace the popular trend of AI in the restaurant industry. They wanted to adapt and understand customer orders while upselling items from the menu. The AI ordering platform, “Becky,” was implemented in 2022 to provide a faster and more efficient customer experience.
The initial goals and expectations for the AI ordering platform were to improve efficiency, cost savings, and order accuracy. However, they encountered some challenges along the way. One of the main issues was that customers preferred speaking to a person when placing their orders. The complexity of the AI system with its prompts and steps made it difficult for customers, especially those with specific preferences, to place their orders. This led to frustration and undermined the personalized and hospitable experience that Anthony’s is known for.
Customer feedback and preferences played a significant role in the decision to discontinue the AI ordering system. Anthony’s values personalized interaction and tailored dining experiences. The AI system, “Becky,” did not provide an authentic customer experience. Guests expressed frustration with the number of questions and the time it took to place their orders compared to when they could connect live with a human.
The technical and operational difficulties in maintaining and updating the AI ordering platform also influenced their decision. The system struggled to handle niche orders and cater to specific customer needs. As a result, Anthony’s decided to remove the AI ordering platform.
Without the AI ordering platform, the digital ordering experience for customers will remain largely the same except for the phone answering process. Anthony’s aims to provide more direct and personalized interactions with employees over the phone. They have also launched a loyalty program to enhance the overall experience for their guests.
In terms of employee training, Anthony’s has a dedicated service team for phone orders and take-out stations. They have conducted refresher training to ensure their staff embodies the Anthony’s way. Employees will receive hands-on training from managers to navigate customers through the ordering process, address inquiries, and provide assistance.
Technology holds an important place for Anthony’s, and they have seen positive results from their newly-launched app and streamlined operations. However, they also recognize the value of genuine connections and memorable dining experiences. They strive to find the balance between technology and the warm hospitality their customers expect.
So, what do you think about Anthony’s decision to remove the AI ordering platform? Are you happy with the switch back to more personalized interactions? Share your thoughts and comment below!
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