In a bid to transform customer service experience, fast-food chain Wendy’s is set to unveil its new conversational chatbot at one of its Columbus, Ohio location in June.
With its advanced capabilities, the chatbot has been designed to seamlessly interact with customers, so much so that some may not even realize they are interacting with an automated system rather than a human employee. To achieve this level of sophistication, Wendy’s has collaborated with a leading search giant, and its software engineers have meticulously refined the chatbot’s language model to recognize keywords and phrases relevant to menu ordering, including the restaurant’s unique slang.
One of the challenges Wendy’s faces with the implementation of the chatbot is that it will be used in the drive-thru lane where there are various background noises, such as conversations among passengers, loud radios, and the sounds of engines and exhausts. However, the chatbot has been designed to account for such issues and customers’ tendency to change their minds midway through the ordering process.
Early tests of the chatbot have been promising, according to Kevin Vasconi, Wendy’s Chief Information Officer. Vasconi expressed confidence in the chatbot’s performance, stating that it performs at least as well as their best customer service representative and, on average, even better.
The sources for this piece include an article in TechSpot.