By Lea Mira, RTN staff writer – 7.24.2024
Bojangles, the popular Southern cuisine fast-food chain, is expanding its deployment of a drive-thru voice artificial intelligence (AI) technology. This move follows a successful pilot program at approximately 50 Bojangles restaurants and will encompass both company-owned and franchised locations, ultimately reaching hundreds of restaurants.
The voice AI, known as “Bo-Linda” at Bojangles, is designed to streamline the drive-thru experience by automating order taking. The technology boasts a 95% accuracy rate, comparable to human employees, and aims to alleviate workload pressures on staff, allowing them to focus on food quality, order accuracy, and customer engagement.
The conversational AI system, which uses natural language processing and accurate voice recognition technology, is powered by solution provider Hi Auto. The system acts as an intermediary between customers and employees, relaying information such as wait times for specific menu items. This communication flow has reportedly shifted employee perceptions of the technology, with Bo-Linda viewed as a valuable team member rather than a job threat.
Richard Del Valle, Bojangles’ Chief Information Officer, believes the technology will reduce employee turnover by creating a more manageable and less stressful work environment. He also cites the positive impact of the technology on employee satisfaction and customer experience, citing a 96% success rate in order taking without human intervention. He believes that by improving the employee experience, Bojangles can create a ripple effect that ultimately enhances the customer experience.
The adoption of drive-thru voice AI is gaining traction within the quick-service restaurant (QSR) industry. Wendy’s is currently testing a similar technology developed in partnership with Google, while Checkers & Rally’s, another Hi Auto client, has implemented a Spanish-language version of the technology. ConverseNow’s recent acquisition of Valyant, a competitor in the drive-thru AI market, further underscores the growing interest in this technology.
However, the industry’s experience with drive-thru AI has not been without its challenges. McDonald’s, after testing IBM’s drive-thru AI for several years, recently discontinued the program. While experts acknowledge that employee intervention is still required in a small percentage of orders, they maintain that the technology can significantly expedite drive-thru service.
Despite these mixed results, the QSR industry remains optimistic about the potential of AI, including generative AI, to improve operational efficiency and customer experience. McDonald’s is collaborating with Google Cloud to develop cloud-based analytics and AI solutions, while Domino’s has partnered with Microsoft to explore the use of generative AI for order optimization and operational enhancements. Wendy’s is also expanding its AI initiatives to encompass various aspects of employee and customer experiences.
Hi Auto has emerged as a leading provider of AI-powered voice assistants for drive-thru restaurants. The company’s technology combines conversational AI with human input to achieve high accuracy rates and handle complex orders, including understanding diverse accents and interpreting incomplete sentences. According to Roy Baharav, co-founder and CEO, the company is focused on developing technology that complements human capabilities rather than replacing them. He believes that automating routine tasks allows employees to focus on higher-value activities, such as customer interaction and meal preparation.
Bojangles’ employees have reportedly embraced Bo-Linda, recognizing its ability to streamline operations and enhance the customer experience. The technology’s success has led to its expansion across the chain, with expectations of being operational in over 200 Bojangles restaurants by year-end.
As the QSR industry continues to navigate evolving customer expectations and operational challenges, the adoption of AI-powered solution is likely to become increasingly commonplace. While the long-term success of this technology hinges on its ability to seamlessly integrate with human workflows and consistently deliver a positive customer experience, the expansion of Bo-Linda across the Bojangles chain signifies a growing confidence in AI’s potential to transform the future of the drive-thru.
