Well over a year ago, I wrote about how food ordering at the drive thru is low hanging fruit for voice. Well, it’s now happening. McDonald’s is testing out automatic ordering through voice. What we now might end up with to start is a human agent listening in on the interaction. Or the system can flag for exceptions and route to a human to keep the speed of the interaction.
Another potential solution is to have two queues: one for typical orders and another for special orders or exceptions. This could break easily as it requires a customer to judge whether their “hold the pickles” order is an exception.
If a speech interaction system is deployed correctly, the system won’t displace 100% of the workers but will increase the speed and accuracy of orders.