Wingstop's Bold Venture into Voice AI Technology in Collaboration with ConverseNow

Background

Wingstop, a fast-casual restaurant chain with more than 1,500 locations globally, identified a significant opportunity for digital transformation, particularly in the area of order taking. Recently, the company had been on a digital growth path, generating 60% of its revenue from digital sales. However, nearly 30% of transactions still occurred over the phone. To improve efficiency and streamline phone orders, Wingstop formed a partnership with ConverseNow, a prominent voice AI provider for the restaurant industry.

Executive Summary

• Wingstop forged a powerful alliance with ConverseNow, harnessing cutting-edge voice AI technology to revolutionize our phone order process.
• We strategically deployed voice-AI virtual assistants across select Wingstop locations, dramatically elevating the phone-ordering experience for our customers.
• Our innovative approach yielded immediate benefits: customers now enjoy minimal hold times and receive tailored menu suggestions, enhancing their overall satisfaction.
• The seamless integration with our existing POS system ensures that AI-processed orders flow effortlessly into our workflow, requiring no additional staff training.
• Drawing from the success stories of other restaurant brands utilizing ConverseNow, we anticipate significant boosts in average order values and marked improvements in operational efficiency.

Problem

Wingstop boldly tackled the challenge of enhancing customer experience through AI integration. We partnered with ConverseNow to harness their state-of-the-art voice-AI virtual assistants, revolutionizing our order-taking process. Our vision was clear: create an AI system that mirrors human conversation, delivering a seamless phone-ordering experience that not only takes orders but also provides personalized recommendations, setting a new standard in customer service.

Solution

We launched a cutting-edge pilot program, introducing AI-powered assistants in strategic locations. These advanced systems handle multiple phone orders simultaneously, drastically reducing missed calls and hold times. Our AI assistants are bilingual, processing orders in both English and Spanish, catering to our diverse customer base. We ensured seamless integration with our existing point-of-sale system, allowing for smooth order processing without additional staff training.

Impact

The results of our AI integration have been impressive. We've significantly reduced missed calls and hold times, even during our busiest hours. By automating phone orders, our in-restaurant teams can now focus on delivering exceptional in-person service, elevating the overall guest experience. Moreover, the AI's ability to offer dynamic, personalized upsells has shown promising potential for increasing our average order value.

Change Management

While our AI implementation has been largely successful, we've proactively addressed potential challenges. We've worked diligently to ensure our AI understands diverse accents and dialects, handles complex orders with ease, and integrates flawlessly with our existing systems. We've also focused on staff engagement, positioning AI as a tool to enhance their work rather than replace it, fostering a culture of technological advancement and superior customer service.

Roadmap

The future of AI in our operations is incredibly promising. With ConverseNow's technology already thriving in over 1,200 stores across 46 states, and positive feedback from industry leaders like Domino's and Fazoli's, we're confident in the transformative potential of this technology. Our successful pilot program has laid the groundwork for a broader rollout across our locations, bringing us closer to our ambitious goal of digitizing 100% of our transactions. We're committed to leading the charge in AI-driven customer service innovation in the restaurant industry.

Publications:

ConverseNow’s Voice AI Soars to New Heights with Wingstop Partnership

Wingstop pilots AI-based voice ordering system

Wingstop tests AI powered virtual assistants for order taking

Chatbots for chicken wings: AI voice startup ConverseNow expands with Wingstop