Chatbots are redefining the restaurant customer experience. Studies reveal that 85% of customer relationships will be managed without human interactions. Although COVID has expedited this tech adoption, surveys prior to 2020 reveal that that 89% of consumers opted to engage with businesses through text, and that 64% of consumers that communicated with businesses via text left with a positive impression. Customers were already on track to accepting and adopting the robotic waiter.
In response, many restaurants are incorporating more tech into their customer touch pints. Recently, Chipotle launched their chatbot Pepper, Chipotles’ new mobile food ordering Concierge Bot operated through Facebook’s Messenger app. Customers can walk through menu offerings and order through Pepper.
In addition to placing orders, many Texas restaurants are using chatbots to receive instant feedback from diners about restaurants’ quality and safety measures. Restaurants in other states are looking at Texas’s example of how to incorporate contactless tech into numerous customer touch-points.
Retailers can look at restaurants’ adoption of chatbots as a potential solution to maintain customer service offerings, while simultaneously maintaining a social distance. Although robots can’t replace human service, they can help industries struggling to deliver service-oriented offerings.
Contributed by: Michael Krog, Sr. Integrated Planner, Integer London
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