Voice and phone ordering agents

In short

What it takes for a voice agent to take a real food order — modifiers, substitutions, upsell, allergies — and to hand back to a person before it commits a wrong ticket.

4 pages

definitions

Off-menu: the requests an agent must never improvise onOff-menu is not a property of the request. It is a property of your catalog on the day the call arrives — and only one of the three requests that sound off-menu actually is.definition7 min
Read-back: the moment a spoken order becomes a kitchen ticketRead-back is the commit boundary of a phone order — the last moment a wrong item is still free to fix. Everything the kitchen will act on differently has to be spoken before anything is written.definition6 min
What restaurant callers actually want before anyone takes an orderA restaurant phone line receives five different intents, and only one of them is an order. Each ends in a different system, so a single ordering script mis-serves four out of five callers.definition7 min

diagnostic

Three modifiers in one breath and only two reach the ticketThe recording contains three customisations and the printed chit carries two. Which one goes missing tells you which layer dropped it — and transcription is the least likely answer.diagnostic9 min

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