Experts often discuss the power of Artificial Intelligence (AI) and Machine Learning (ML) models that intelligently react to customer intent in real time, but what do these capabilities look like in action? In our “Intelligence in Action” series, we’re exploring the most robust real-world applications of AI and ML technology currently enhancing the customer experience strategy across industries. After discussing intelligent banking this week we will cover the Quick Service Restaurant and Convenience Store industry.
Unlike many other customer-facing sectors, the Quick Service Restaurant (QSR) and convenience store industries have, at most, few minutes of face time during each customer interaction—and they must utilize every second. Luckily, technology like AI now enables QSR and C-store operators to make the most of every customer-facing moment. In fact, of the 45% of retailers who plan to use AI for customer service in the next three years, 55% will do so to optimize the customer experience. Let’s explore how leading QSR and C-store operators are using AI tools to rapidly enhance their customer experience strategy:
Their Solution: Domino’s has created an AI-powered “Points for Pies” program to engage customers around pizza discounts.
How it Enhances Their Customer Experience Strategy: The “Points for Pies” program, offered via the Domino’s mobile app along with a variety of other order-taking and tracking services, invites users to upload a picture of any pizza—not just pizza from Domino’s—to redeem discounts. The interactive program relies on intelligent visual recognition in the form of an AI model, which is able to interpret images to accurately determine whether or not their contents meet the program’s criteria. Deployed on the Domino’s app, the “Points for Pies” program keeps on-the-go customers connected, engaged, and more likely to make an order.
Their Solution: 7-Eleven is applying AI to in-store experiences with “Scan & Pay” shopping options.
How it Enhances Their Customer Experience Strategy: The “Scan & Pay” approach uses AI models integrated into 7-Eleven’s loyalty app, which empower customers to scan the items they wish to purchase with their mobile phone as they browse the convenience store. The solution even sends customers real-time, in-store notifications about their loyalty points and available discounts. The end result is a customized and streamlined C-store shopping experience, completed more quickly than ever before.
Their Solution: Smart kiosks that use data from customers’ historic transactions to streamline the order process.
How it Enhances Their Customer Experience Strategy: BurgerFi, a growing Florida-based QSR brand, has implemented AI-powered kiosks that use facial recognition and sales integration to suggest menu items to customers based on their previous orders. Once the kiosk system is provided with a customer’s photo and credit card information, it automatically pulls their most recent orders as a starting suggestion for their current meal. This speeds up service to please BurgerFi’s customers while also empowering them to serve more guests than ever before.
Their Solution: BP stations in select cities now feature “Miles,” an AI-powered gas pump assistant.
How it Enhances Their Customer Experience Strategy: BP took the fueling experience to the next level by introducing Miles, an AI assistant integrated with Pandora internet radio, into its gas pumps. Miles greets customers in conversational language and allows them to choose a Pandora station to listen to while at the pump, both customizing and enhancing their re-fueling experience—and making their stop at BP a memorable experience they’re likely to repeat. Miles even includes social mechanisms so that users can share their experience across popular platforms.
Their Solution: As part of its “Subway Digital” efforts, Subway launched a virtual ordering bot via Facebook Messenger.
How it Enhances Their Customer Experience Strategy: Using friendly language and engaging imagery, the Subway Facebook Messenger bot interacts with users to facilitate their orders at any Subway location in the United States. By relying on AI technology to provide a humanized, personal interaction, the bot is able to quickly determine customers’ locations, place their orders at the appropriate Subway restaurant, and even accept payments via Facebook’s built-in Masterpass system, creating a streamlined ordering system that delights today’s busy, on-the-go customers.
Whether you operate a QSR or C-store, you have to be smart about every minute you spend with customers. Interested in discussing how an intelligent AI solution could optimize your business’ customer experience strategy? Contact ZineOne to learn more about how our AI-powered Customer Engagement Hub (CEH) optimizes each customer interaction in-the-moment to increase satisfaction and sales.