AI brokers supply 24/7 service with out breaks
Shawn AI is educated on Walchef’s voice and character, utilizing his podcasts from the present Restaurant Influencers, in addition to CaliBBQ’s full menu. In earlier years, Walchef would route Father’s Day callers to an auto attendant that directed them to the web site or prompted them to textual content in orders.
“Due to Palona, we are able to simply go dwell, and Shawn AI can begin taking all these orders as a substitute of giving this fragmented person expertise,” stated Walchef.
With workers not tied up on the telephones, desk flip occasions dropped almost 50%, so workers may give attention to in-person diners. CaliBBQ additionally noticed a 25% decline in texts and calls to its help line in comparison with final yr, and issued 10% fewer buyer reductions—a typical tactic eating places use to appease sad visitors.
“Folks can now go, ‘Wow, I can’t imagine I ordered from an AI agent, and it was truly a greater expertise than speaking to a human as a result of they didn’t mess up my order,’” Walchef stated.
Earlier than the Father’s Day rollout, CaliBBQ examined Shawn AI for 4 weeks. Early suggestions prompted changes to the AI agent’s tone and pacing, which was initially too conversational, stated Palona CEO Maria Zhang. The corporate tightened guardrails to maintain the agent succinct and on subject.
Whereas Shawn AI doesn’t but settle for bank card funds over the cellphone, Palona plans to combine safe cost choices as a part of its product roadmap.
“Folks get busy and telephones simply go unanswered at eating places, which is misplaced enterprise for eating places,” stated Palona’s chief expertise officer, Tim Howes. “AI brokers can be found 24/7, educated on every part about your small business, menus, and specials, and provides the identical degree of service every single day, all day with no breaks or dangerous days.”
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