Voice AI Handles 88.4% of Calls, Boosting Productivity

AI • Apr 22,2024

A restaurant chain faced a challenge: how to ensure customer service on phone calls without interrupting the in-house guest experience. They implemented an AI voice assistant that interacted with callers, answering questions and directing them to the appropriate resources. The AI assistant handled 88.4% of calls, saving staff 140+ hours (worth $2,100) to focus on in-person guests.

Client:

Burning Rice is a Dallas-based restaurant chain founded in 2017 by Steve and Michelle Choi. They offer traditional Korean BBQ and Bibimbap with a focus on high-quality ingredients and authentic recipes. With 7 locations in the Dallas area, Burning Rice has quickly become a popular destination for Korean cuisine. Their mission is to bring the rich culture and cuisine of Korea to Dallas neighborhoods and create an unparalleled guest experience.

Problem Statement:

Burning Rice struggled to manage phone calls while maintaining in-house customer service. Answering phone calls frequently interrupted staff, hindering their ability to complete current tasks and process takeout orders. This situation necessitated an efficient solution.

Results:

  • Increased Efficiency: AI system handled 2,092 calls in 90 days, freeing up staff time for in-house tasks.
  • Time & Cost Savings: This saved over 140 labor hours, with an estimated cost savings of $2,100.
  • Improved Online Ordering: Thanks to AI system, 85% of people who called with online orders (30% from all calls) were able to easily place them online by following the link in the text message.
  • Enhanced Customer Service: AI solution handled 88.4% of calls entirely on its own, allowing staff to focus on providing service to dine-in and takeout customers.

AI Solution:

To combat phone calls disrupting in-house service, Burning Rice implemented Slang, an AI voice assistant. Slang interacts with callers, answering questions and directing them to the appropriate resources.

The AI assistant efficiently handled 88.4% of calls entirely on its own, freeing up staff and improving overall efficiency. This allowed staff to dedicate more attention to directly interacting with guests.
For online order inquiries (30% of calls), Slang directed callers to Burning Rice’s online ordering channel. As a result, 85% of these callers clicked through the link in the text message from Slang, clearly demonstrating the effectiveness of AI’s guidance.

The AI system consistently delivered tailored experiences to callers, leaving a positive first impression for Burning Rice. Both the staff and guests expressed satisfaction with their positive encounters with Slang.

References:

1.How Burning Rice Handled 88.4% of Calls Entirely With Voice AI
2. Slang Taps AI to Answer Phone Calls for Brick-and-mortar Businesses

Industry: Hospitality
Vendor: Slang.ai
Client: Burning Rice

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