Chatbot in salesforce11/30/2023 ![]() For example, they can assist in the employee onboarding process, fielding screening questions, recording answers, and guiding new employees through company policies and protocols. And because the cashier is now less stressed, can focus on customer service as well.” Internal use casesĬhatbots can have value beyond customer service. “We see improvements in our average check, service time, and improvements in consistency and customer service. We don’t have customers waiting anymore - we greet them as soon as they get to the board, and the order is taken correctly,” Lee’s owner Chuck Doran said. “The automated AI drive-thru has impacted my business in a simple way. Lee’s plans to implement the chatbot at more of its drive-thrus, and Hi Auto says pilots with other restaurants are underway. It also integrates with Lee’s employee headsets, allowing employees to provide real-time updates to inventory, as needed. If a customer asks an unrelated question - or requests something that’s not on the menu - the chatbot automatically hands them off to a human. ![]() At the restaurant, the company’s chatbot greets guests, answers questions, suggests menu items, and enters orders into the point-of-sale system. Hi Auto worked with Lee’s on a solution to the challenge. Consequently, drive-thru wait times increased by an average of 30 seconds, putting additional strain on employees. As a result of the pandemic, drive-thru orders in the U.S. One example is Lee’s Famous Recipe Chicken Restaurant in Englewood, Ohio, which partnered with startup Hi Auto to build a conversational AI experience for its drive-thru customers. “It may not necessarily be that businesses got the idea because of the pandemic, but rather the pandemic accelerated their timeline.” I think a lot of that is due to the fact that we’ve experienced isolation as a result of a pandemic, but it also points to the need to scale up business,” Bennett said. “At Salesforce, we’re seeing more than a 700% increase in sessions with our Einstein bot products.
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