Great CX (and better economics) are on the menu when AI and people work together

ConverseNow is an artificial intelligence (AI) startup automating and personalizing restaurant orders in high-volume voice channels, such as phone. Their digital agent “George” speeds up the ordering process and removes the need for in-store employee to take orders; however, “he” sometimes struggles if there’s too much background noise, customers doesn’t speak clearly or they try to order things that aren’t on the menu.

Challenge

As ConverseNow added new restaurant partners, their inhouse customer support team was strained—customer service agent engagement was low and performance was suffering. In this case study, you’ll learn how Ubiquity’s Philippines-based customer experience management team:

  • tackled surging volume
  • smoothed out the customer experience for frustrated customers
  • increased average order value
  • reduced cost-to-revenue