SOLUTION OVERVIEW
Reinventing the Fast Food Drive Thru Experience with Conversational AI
Drive-thru technology has gone relatively unchanged for 70 years. We may not have food trays attached to our cars or waitresses on roller skates anymore, but the garbled speaker, slow serviceand incorrect orders are still disappointing customers. When conversational AI technologies like Google Assistant,
Alexa and Siri are part of everyday life, there’s no excuse
not to exceed expectations. It’s time to reinvent the fast food
drive thru with conversational AI to create a breakthrough
customer experience that delivers exponential ROI.
WHY NOW?
In 2018, the drive thru experience should have zero
latency, customer personalization, 100% accuracy, upsell
reliability and a consistently professional disposition, all
while saving costs for franchisees and restaurant
owners. Cognizant makes this a reality with our Virtual
Cognitive Agent. Let’s reinvent the customer experience,
starting with the drive thru. Customers will
exclusively engage with Virtual Cognitive Agent or
FEATURES
Zero Latency: Vehicle is detected upon roll-up,
order is instantly taken and sent to prep station.
Customer Identification & Personalization:
The system identifies returning customers and
uses AI to provide personalized menus and
offers.
Accuracy: VCA recognizes order and easily
reviews order with customer. Language, intona-
tion and accents are all handled through use of
Google’s leading capabilities.
Upsell Reliability: Algorithmically-driven sug-
gestions are provided for each order.
Brand Compliant: VCA can be programmed
with branded language and can use the voice of
national spokesperson.
Human Aided Fallover: On or off premise
human associates can quickly step in if VCA
fails to understand the customer.
Analytics: Data analysis drives a feedback
loop of constant improvement in offerings and
ordering process.
www.cognizant.com/conversational-ai
Solution Overview
2 | Reinventing the Fast Food Drive Thru Experience with Conversational AI
VCA technology to complete their entire transaction. This offering, augmented by Google’s Cloud
platform, Dialogflow conversational interfaces, Machine Learning APIs and hardware, is a
scalable on-brand and future-proof evolution of the drive thru.
OUTCOMES
Improved Financial Performance:
• Estimated annual savings of $58,000 per drive thru location
• Depreciation of headsets and accompanying hardware
• Increased revenue generation through speed of service, cross-sell and upsell opportunities
Automated 24/7 Workforce:
• Smooth operation during low and peak times
• No seasonal adjustment
• Zero turnover
• Brand and messaging consistency
Increased Employee Productivity:
• Enables employees to focus on order accuracy and preparation
• 5-10% increase in employee productivity
Superior Customer Experience:
• Creates compelling experiences
• Meets and exceeds customer expectations
• Increases customer loyalty by providing a personalized customer experience
CONVERSATIONAL AI & FOOD SERVICES PRACTICES
Cognizant is the leader in food service consulting, supporting over 30 nationwide brands. We help our
clients use digital transformation to evolve the way they market themselves, serve customers
online and in-restaurant and operate their back-of-house to compete in 2018 and 2020.
Cognizant’s Conversational AI offerings include advisory services, analysis and benchmarking
for selecting the best processes, technologies and implementation approaches. Deployment
services range from rapid prototyping and pilots to enterprise-wide implementation. We support
these deploy-ments long-term, providing support services to evolve and scale-up Conversational
AI deployments over time.
Our in-depth relationships with market leaders, point solutions and industry players such as Google
provide benefits including access to partner labs, product roadmap and feature influence, accelera-
tors, development benches and more.
ABOUT COGNIZANT
Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innova-tive and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
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Customer drives up to menu and is recognized by camera
or biometric scan.
Order is instantly sent to kitchen and fulfilled by employee.
Payment is authorized by the biometrics used for personalization for the
payment on file.
The employee ensures order
accuracy and hands order to customer.
Menu display loads customer’s typical orders as well as suggestions and is greeted by virtual agent.
Customer drives off to return the next day.
Customer places order and virtual agent offers upsell. Virtual agent thanks the customer.
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Hello John. May I take
your order?
Thank you!
Reinventing the Fast Food Drive Thru Experience with Conversational AI