Popeyes® UK introduces AI-powered drive-thru service, enhancing order accuracy and customer experience. Following a successful trial, it’s expanding to more locations
Want Fr-AI-s with that?
Popeyes® UK, the New Orleans-born chicken brand, is taking drive-thru service to the next level with the launch of its first AI-powered drive-thru. Following a successful pilot in Northampton, this cutting-edge technology is set to expand to two additional locations in Cardiff and Rotherham this month. All future Popeyes® UK drive-thru sites will feature this innovative solution, with plans to integrate it into existing locations by July this year.
This initiative marks Popeyes® as the first quick-service restaurant in the UK to utilize AI for drive-thru ordering. The AI, fondly dubbed ‘Al’ after Popeyes®’ founder Al Copeland, is a pioneering Voice AI solution for the UK QSR industry. Al is designed to handle orders seamlessly, accommodating accents from across the UK.
How Does It Work?
Al greets customers at the drive-thru screens and takes their orders in a natural, conversational manner. A digital display ensures customers can visually confirm their order has been understood correctly. The order is then prepared and delivered through the window.
Since its initial testing phase at the Northampton drive-thru in March, the technology has shown impressive results, boasting 97% order accuracy and zero customer complaints. Al’s proficiency has also led to higher mystery diner scores, thanks to his ability to respond to menu questions and make recommendations.
Seamless Customer Experience
Al’s capabilities extend beyond basic order-taking. He can handle custom orders, answer questions about ingredients, and provide information on available sauces. Customers can change their orders mid-conversation, and Al adapts without missing a beat. He even recommends meal combinations based on customer preferences and explains product details. The more orders Al processes, the more accurate and efficient he becomes, promising a bright future for Popeyes®’ new drive-thru assistant.
Leadership Insight
David Carey, Chief Technology Officer at Popeyes®, shared his excitement: “After a successful trial period, we’re thrilled to announce the official launch of AI at our Northampton drive-thru, and its further rollout to our Cardiff and Rotherham restaurants this month. We believe this technology has the power to revolutionise the drive-thru experience for the better, and we’re particularly proud to be the first quick-service restaurant in the UK to offer a Voice AI solution in this way.
“We’ve worked closely with our Northampton restaurant to integrate the technology with ease, and we’re already starting to see the benefits that the drive-thru AI is having on our Popeyes® team members there. The team has embraced the technology and are excited by the new freedom of not needing to stand at the order window. We’re also currently looking at other ways AI can help the Popeyes® team in the future, such as order forecasting.”
Future Expansion Plans
This AI drive-thru rollout aligns with Popeyes® UK's ambitious expansion plans. The brand aims to double its estate in 2024, opening over 30 new locations by the end of the year and creating 2,000 jobs. As Popeyes® UK continues to innovate and grow, customers can look forward to an enhanced, tech-driven dining experience.
Stay tuned for more updates as Popeyes® UK continues to lead the way in AI-driven customer service
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