Oliver’s drive-through installs conversational AI

  • October 29, 2024
  • Steve Rogerson

Australian healthy fast-food chain Oliver’s is deploying automated conversational voice AI order taking using technology from UK firm Sodaclick.

Sodaclick’s technology can reshape the drive-through experience, offering a blend of personalisation, nutritional insights and operational efficiency.

This AI provides seamless, personalised service while optimising operations at Oliver’s locations.

Called Ollie, the contextually aware automated conversational voice AI order taker can enhance customer service and operational efficiency at Oliver’s. It can engage customers in unscripted conversations, and create natural interactions using distinctly Australian phrases such as “G’day mate” and “how ya going?” to resonate with the locals.

“We’re thrilled to launch this Australian-first innovation enhancing the drive-through experience so our team can focus on creating nourishing healthy wholefoods and a memorable experience at Oliver’s,” said Oliver’s CEO Natalie Sharpe. “At Oliver’s we want to give our customers the best possible experience wherever they choose to order, and our newest team member, Ollie, helps us do this at the drive-through.”

A feature of Ollie is its seamless integration with Prepit (goprepit.com), Oliver’s proprietary nutritional database. This allows Ollie to provide customers with real-time information on menu items, including calorie counts, allergens and ingredient sourcing. Through natural conversation, customers can access detailed nutritional information displayed on digital screens and through verbal responses, empowering them to make informed, healthy choices that align with their dietary needs.

Additionally by integrating with Shift8 (www.shift8.com), a point-of-sale (PoS) platform, Sodaclick’s AI streamlines operations by sending customer orders directly to the kitchen via the Shift8 PoS. This reduces the burden on staff and ensures that interactions are smooth and more accurate.

“Our AI integration with Shift8 and Prepit enhances both Oliver’s operational efficiency and the customer experience,” said Ibrahim Jan, CEO of Sodaclick. “These partnerships demonstrate Sodaclick’s ability to empower customers while optimising business operations, driving improved satisfaction across the board.”

The launch of Ollie addresses problems faced by the broader fast-food industry, including labour shortages and the growing demand for personalised customer experiences. For Oliver’s, these were especially significant when expanding drive-through operations in remote locations, where staffing availability and training employees to recall extensive product information on demand posed notable hurdles.

By automating the order-taking process, Ollie frees up to 30% of staff time, allowing employees to focus on high-value tasks such as food preparation and delivering customer service. This holistic approach can alleviate stress on staff, improving productivity and job satisfaction, while maintaining the personal touch. Working alongside staff members, Ollie ensures a smooth ordering process, with employees remaining integral to assist whenever needed.

The AI is designed to recognise when human intervention is needed and can seamlessly hand over to a staff member if a request arises or is required. Current feedback from Oliver’s staff and customers suggests that many customers find the AI-driven experience refreshing and engaging.

Beyond transforming the drive-through, Sodaclick is set to roll out voice AI enabled kiosks across Oliver’s in-store locations, creating an omnichannel customer experience. These kiosks will allow customers to interact with the brand through voice or touch, catering to preferences and ensuring accessibility for individuals with visual or physical impairments.

“Our AI technology is designed to elevate customer interactions beyond simple automation,” said Jan. “We aim to make AI-driven experiences smarter, more engaging, and ultimately more valuable for both businesses and customers. We are thrilled to be part of Oliver’s transformation and excited to continue shaping the future of customer interactions globally.”

Sodaclick’s use of AI has already garnered attention at events such as Integrated Systems Europe (www.iseurope.org), and is currently featured at the Google Customer Experience Centre (visit.withgoogle.com) in California. More information on Sodaclick can be found at www.sodaclick.com.

A video of Ollie in action can be seen at www.youtube.com/watch?v=_hBLday2sro.

Founded in 2003 to bring healthy food to everyone, Oliver’s (olivers.com.au) has 15 fast-food outlets along the east coast of Australia.