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Dunkin’ Donuts taps voice-assisted ordering

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Dunkin’ Donuts upped the ante on its mobile ordering service.

Armed with Conversable, an AI-powered conversational intelligence platform, the company has integrated voice-assisted ordering into its mobile ordering service. Customers can now use Google Assistant on their iPhones and Android phones to place mobile orders for coffee, beverages, baked goods and breakfast sandwiches.

Here’s how it works: Customers link their DD Perks Rewards account with their Google account. Once the accounts are synchronized, Google Maps will automatically identify nearby Dunkin Donuts locations. Customers select which Dunkin’ Donuts location they want to order from, and then say "Hey Google, talk to Dunkin' Donuts” to place an order.

Google Assistant reviews the customer’s available balance, and asks if they would like to place an order from saved favorites, items previously ordered via the Dunkin' Mobile app, or create a new order. Once an order is submitted through the Google Assistant, the distance and estimated time to reach the Dunkin' Donuts restaurant will be identified by Google Maps, and the order is sent to the restaurant, according to the company.

Customers can skip the checkout line, and pick up their order at a dedicated station inside of the store.

"We are focused on leveraging the most innovative, relevant technologies to make accessing our mobile ordering platform as easy as possible," says Sherrill Kaplan, VP of digital innovation at Dunkin' Brands. "Our new integration with the Google Assistant is yet another example of our commitment to enhancing speed, convenience and our overall brand experience for our loyal guests.”
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