A leading quick-service restaurant (QSR) sought to unlock new revenue streams by transforming traditional ordering into a personalized digital experience. The client faced challenges with limited upsell and cross-sell capabilities in its legacy Interactive Voice Response (IVR) system, resulting in missed opportunities for higher order value and slow order fulfillment.
Persistent was selected for its expertise in AI-driven customer engagement and secure, scalable cloud solutions, aiming to deliver a seamless, intelligent virtual agent that would enhance customer experience and drive business growth.
Challenges Standing in the Way of Intelligent Fulfillment
The client’s traditional ordering journey was no longer keeping pace with modern customer expectations. What began as a functional IVR system had turned into a bottleneck overtime, with limited personalization, slowed fulfillment and constrained revenue growth. The key issues plaguing the existing system included:
- Existing IVR lacked intelligent upsell and cross-sell capabilities, leading to missed opportunities for higher order value
. - Manual processes caused slow order fulfillment and limited scalability, impacting customer experience and operational efficiency
The client wanted to unlock new revenue streams by transforming traditional ordering into a personalized experience.
Turning Traditional IVR into Next-Gen AI Ordering Experience
Persistent deployed an AI-driven customer engagement and cloud solution that completely reimagined how customers interact with the brand. The solution included:
- AI
- Personalized Recommendations via AI: Connected the virtual agent with a payment gateway to ensure frictionless and secure transactions during self-service interactions
The Results That Set New Benchmark
By shifting from manual processing to AI-driven automation, the client unlocked new operational efficiency and revenue growth opportunities.
- 25% increase in order fulfillment through AI-assisted virtual agent
- Established a new revenue channel for managing online orders via chatbots
- Enhanced customer experience with personalized recommendations and faster self-service
Redefining What’s Possible in QSR Automation
This transformation marks a decisive shift in how QSR brands can think about digital ordering, customer engagement and operational scale. By moving from a static IVR to an AI-driven virtual agent, the client unlocked a new model of fulfillment, driving measurable business growth and creating new digital revenue channels.
By combining advanced AI, secure payment integration and personalized recommendations, Persistent set a new standard for customer engagement—demonstrating its leadership in transforming QSR operations with intelligent automation.
Looking to unlock intelligent revenue growth and frictionless customer journeys?
Talk to Persistent to accelerate your customer experience with AI that delivers at scale.
