The online food delivery industry is on a pretty impressive trajectory. In fact, projections show it will exceed US$1.79 trillion in 2028, an incredible 10.06% compound annual growth rate in just four years.
The comfort and convenience offered by online food delivery apps is a major contributor to their widespread adoption, which is why they’ve become a staple for millions. As popularity continues to soar, the market grows more competitive, pushing both established players and ambitious startups to explore innovative ways to differentiate themselves.
One of the technologies at the forefront of this shift is Artificial Intelligence. For food delivery services, AI offers numerous advantages, from personalizing the customer experience to optimizing delivery logistics and providing responsive customer support. It’s no wonder many in the industry are embracing AI.
DoorDash is one such company leading this cause. With the launch of the DoorDash Commerce Platform, the brand is now looking to redefine how restaurants and retailers engage with their audiences, leveraging AI to make the connection between businesses and customers more efficient.
What Is the DoorDash Commerce Platform?
The new DoorDash Commerce Platform is a unique solution designed to empower restaurants by offering a versatile set of tools that are meant to meet modern customer expectations.
The platform itself is made up of five core products:
- Drive On-Demand: Enables delivery through the merchants’ own apps or websites, allowing businesses to maintain brand control while expanding their delivery capabilities using DoorDash’s established network.
- Online Ordering: Offers no-commission sales directly via branded apps or merchant websites, providing a cost-effective way for restaurants to take advantage of digital ordering without the usual fees.
- Tableside Order & Pay: Allows customers to scan a QR code to place their order from the comfort of their table, speeding up service and making the dining experience more convenient.
- Customer Support Solutions: A dedicated platform to address delivery inquiries, ensuring that both merchants and customers receive timely assistance whenever they need it.
- Phone Ordering: Uses an AI-driven call-in ordering system that makes it easy for customers to place orders over the phone, offering another level of convenience for those who prefer traditional methods.
With these tools, the DoorDash Commerce Platform is helping restaurants create a more personalized customer experience, which ultimately leads to better sales and stronger customer relationships.
According to a DoorDash spokesperson, this platform was “built with small and medium-sized businesses in mind,” and it “provides an á la carte suite of solutions, allowing merchants to explore each of these products independently and customize them to fit their specific needs.”
It’s this new kind of restech flexibility that’s allowing businesses of any size to leverage technology and stay competitive in a rapidly evolving market.
Supporting Operations with AI Phone Ordering
One of the major features of the new DoorDash Commerce Platform is its AI phone ordering capabilities. First introduced in 2023, this technology is now being further refined, combining advanced AI with highly skilled agents to provide even better support for restaurant operations.
The goal is to help restaurants manage phone orders efficiently while ensuring customers receive the high-quality service they expect.
For restaurant operators, AI phone ordering can be a cost-effective solution for enhancing end-to-end customer service and boosting sales. By streamlining phone order management, restaurants can capture more revenue opportunities while reducing the strain on their in-house staff. The AI system is equipped to handle a high volume of calls, provide accurate order-taking, and minimize human errors, all of which translate to increased sales and happier customers.
According to qualitative research conducted by DoorDash, around one in five customers still prefer ordering takeout by phone. This preference stems from the convenience, the ease of customization, and the familiarity of speaking with someone directly, all of which contribute to a more comfortable ordering experience.
However, the challenges of balancing in-store hospitality, handling unpredictable customer demand, and dealing with staffing shortages have often led restaurants to miss out on these valuable phone orders.
How Restaurants Can Benefit from AI Phone Ordering
There’s much to be learned from DoorDash’s research when it comes to integrating AI into voice ordering systems, and it’s clear that doing so can have a significant impact on increasing variable profits for restaurants.
Here are some of the key benefits that AI phone ordering offers:
- Increasing Otherwise Lost Sales: Research shows that up to 50% of customer calls go unanswered, often due to staffing limitations during busy times. By implementing AI alongside highly-trained live agents, these calls can be addressed promptly, meaning little to no wait time for customers. As an added bonus, AI can be trained to understand the full menu, providing personalized recommendations and upselling opportunities that might otherwise be missed.
- Relieving In-Store Labor: AI phone ordering takes the burden off in-store staff, allowing them to focus on delivering excellent hospitality during peak hours. By delegating phone orders to an AI system, teams can better manage the in-person dining experience.
- Providing an Excellent Customer Experience: Customers can benefit from the speed and convenience of having their calls answered immediately, with options to speak in multiple languages. A customer can place their order accurately and quickly, for a smoother experience and faster food delivery.
- Easy Merchant Onboarding: Many AI solutions are designed to be easily integrated into existing restaurant systems. This means restaurants can start benefiting from AI phone ordering without complex setup or training.
Integrating AI In Your Business
The way in which the restaurant industry is moving is exciting, with new technology like AI phone ordering reshaping the way businesses connect with their customers. Whether you’re business focuses on in-house foodservice or food delivery, staying ahead of industry trends is crucial, and that’s where EMERGING can make a difference.
Working with EMERGING means partnering with experts who understand how to leverage the full potential of AI and data science to run a business more efficiently, increase profits, and create better customer experiences. From integrating cutting-edge tools to maximizing data insights, we’re here to help restaurant owners and operators flourish in this transformative era.
