Red Lobster AI-enables takeout phone ordering
Customers who place phone orders with Red Lobster Seafood Co. are now guaranteed their calls will be answered and orders processed.
Red Lobster is leveraging AI technology from SoundHound in an effort to ensure that every phone call across every location is answered, no matter how busy a restaurant gets. The SoundHound system can handle multiple calls simultaneously, enables seamless order placement, and provides instant answers to common customer questions about topics such as store hours, locations, and menu items.
The AI agent is trained on Red Lobster's full menu. Orders are sent directly to the restaurant’s POS system, freeing in-store staff to focus on in-store customers.
"At Red Lobster, we are committed to providing the ultimate dining experience for our customers, whether they're dining in or ordering takeout or delivery,” said Larry Konecny, COO, Red Lobster. "With SoundHound's cutting-edge voice AI technology, we’re able to streamline the takeout process to make ordering faster and easier for our customers; including quick and seamless reordering for those who always want their favorites. And, for those who prefer speaking to a live agent, connecting directly with the restaurant is always an option. Ultimately, it’s about giving our customers a convenient, customized experience that fits their needs."
Red Lobster is transforming its phone ordering experience as it is also in the process of reinstalling the Olo restaurant management platform, which it initially installed in 2017, after a brief departure to pursue an in-house-developed digital ordering solution.
[READ MORE: Red Lobster enters first-party catering]
This deployment will encompass the full implementation of the Olo Order suite of restaurant management solutions, including the Olo Borderless seamless digital checkout network as well as solutions for reputation management and first-party catering.
"SoundHound is seeing huge demand for our AI-powered voice ordering services, and we’re excited to be working with a renowned brand like Red Lobster to revolutionize the future of ordering," said Ben Bellettini, senior VP of restaurant sales, SoundHound AI. "Consumers have been quick to recognize the benefits of our quick and easy system, and employees are grateful for the extra breathing space it gives them to concentrate on delivering first rate customer service."
Headquartered in Orlando, Red Lobster operates more than 500 locations in the U.S. and Canada.
