News

Restaurant AI study gathers guest experience data

April 28, 2017

SYNQ3 Restaurant Solutions recently announced the results of a test of AI automated speech recognition technology, VIA Analytics. The test monitored restaurant calls to P.F. Chang's and two other major brands to examine the effects of voice, vocal stress, language and other metrics on customer experience, according to a press release.

The technology analyzed interruptions, emotions, interactions, languages, timeliness of responses and then compared it to customer experience, handle time, call abandonment, average purchase and order-to-call ratios. SYNQ3 found that restaurants must deliver more consistent positive customer experiences, which their analysis showed could produce the following kinds of measurable results for actions like: 

• Tailoring the ordering process to include guest-specific data — like users' food allergens or preferences, which improved customer experience by 11.4 percent. 
• Giving call centers access to guest data can increase sales 6.4 percent. 

"Advanced artificial intelligence, data tracking, and other new technologies are set to transform the guest experience and equip restaurants to thrive in the upcoming Restaurant 3.0 world," Steve Bigari, CEO of SYNQ3, said in the release.