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Phone & Voice Ordering

Order by calling the restaurant and speaking with our AI assistant or a team member.

Overview​

Phone ordering options:

  • AI Voice Assistant - 24/7 automated ordering
  • Live Agent - Human assistance when needed
  • SMS Confirmation - Order details texted to you
  • Real-time Updates - Status notifications

How It Works​

Calling to Order​

  1. Dial the restaurant's order line
  2. Speak your order naturally
  3. Confirm details with AI or agent
  4. Pay by card over phone or at pickup
  5. Receive SMS confirmation

AI Assistant Flow​

You: "Hi, I'd like to place an order for pickup"

AI: "Welcome to Tony's Pizza! I'd be happy to help.
     Would you like to hear today's specials, or do you
     know what you'd like to order?"

You: "I'll have a large pepperoni pizza and garlic bread"

AI: "Great choices! A large pepperoni pizza is $18.99
     and garlic bread is $5.99. Would you like to add
     a 2-liter drink for just $3.49?"

You: "Sure, add a Coke"

AI: "Perfect. Your total is $28.47. For pickup,
     that will be ready in about 25 minutes.
     Can I get a name for the order?"

Placing Your Order​

Starting the Call​

When you call:

  • AI greets you immediately (no hold music)
  • Asks if you want pickup or delivery
  • Offers specials or takes your order

Speaking Your Order​

Tips for clear ordering:

  • Speak at a normal pace
  • Say item names clearly
  • Mention customizations after item name
  • Pause between items

Good example:

"I'd like a large pepperoni pizza, no onions, extra cheese"

Customizations​

The AI understands:

  • Size changes ("make that a large")
  • Additions ("add mushrooms")
  • Removals ("no onions")
  • Substitutions ("swap fries for salad")
  • Allergies ("I have a nut allergy")

Confirming Your Order​

The AI will read back:

  • All items and modifications
  • Total price before tip
  • Estimated ready time
  • Pickup/delivery address

Say "yes" to confirm or "change" to modify.

Payment Options​

Pay by Phone​

  1. AI asks "How would you like to pay?"
  2. Say "card" for phone payment
  3. Provide card number verbally
  4. AI processes securely (PCI compliant)
  5. Confirmation sent via text

Pay at Pickup​

  1. Say "I'll pay when I pick up"
  2. Order placed without payment
  3. Pay cash or card at restaurant

Saved Payment Methods​

If you have an account:

"Charge my card on file"

The AI confirms the last 4 digits before charging.

Order Confirmation​

Text Message​

After ordering, you receive:

Thanks for ordering from Tony's Pizza! 🍕

Order #1847
Large Pepperoni Pizza
Garlic Bread
2L Coca-Cola

Total: $28.47
Ready for pickup: ~3:45 PM

Reply HELP for assistance
Reply STATUS for updates

Email Confirmation​

If you have an account, email includes:

  • Full itemized receipt
  • Nutrition information
  • Loyalty points earned
  • Reorder link

Checking Order Status​

Text Commands​

TextResponse
STATUSCurrent order status
ETAEstimated ready time
CANCELCancel instructions
HELPAvailable commands

Call Back​

Call the same number and say:

"Check my order status"

Provide your name or order number.

Delivery Orders​

Confirming Address​

For delivery orders:

  1. AI asks for delivery address
  2. Confirms address on file (if returning customer)
  3. Estimates delivery time
  4. Provides driver tracking link

Delivery Instructions​

Say any special instructions:

"Leave at the front door" "Call when you arrive" "Gate code is 1234"

Account Features​

Creating an Account​

When calling:

"I'd like to create an account"

You'll provide:

  • Phone number (becomes your ID)
  • Name
  • Email (optional)
  • Default address (optional)

Ordering with Account​

Benefits:

  • Faster checkout - AI recognizes your number
  • Order history - "I'll have my usual"
  • Saved cards - No need to repeat
  • Loyalty points - Automatically tracked

Reordering​

"I'd like to reorder my last order"

AI confirms previous items and asks to confirm.

Accessibility Features​

Speaking Pace​

The AI adapts to your speaking speed. You can also say:

"Speak slower please" "Repeat that"

Hearing Assistance​

For customers with hearing difficulties:

  • Request SMS-only ordering
  • Use app or online ordering
  • Ask for live agent with TTY

Language Support​

Available in 15+ languages:

"Puedo ordenar en español" "Je voudrais commander en français"

The AI switches languages automatically.

Live Agent Assistance​

Requesting an Agent​

At any time, say:

"I'd like to speak to a person" "Transfer me to an agent" "Human please"

When You're Transferred​

A team member takes over:

  • AI summarizes your order so far
  • No need to repeat items
  • Agent can handle complex requests

Agent Availability​

TimeAvailability
During business hoursAlways available
After hoursAI only (most locations)
High volumeBrief wait possible

Troubleshooting​

AI Doesn't Understand​

If the AI misunderstands:

"That's not right" "Let me start over" "Cancel that item"

Poor Connection​

If call quality is poor:

  • AI asks you to repeat
  • Try calling again
  • Use SMS ordering instead

Order Issues​

If something's wrong with your order:

  1. Call the restaurant
  2. Say "I have a problem with my order"
  3. Provide order number
  4. Get immediate resolution

Privacy & Security​

Call Recording​

  • Calls may be recorded for quality
  • Payment info not stored in recordings
  • Recordings deleted after 30 days

Payment Security​

  • PCI DSS compliant
  • Card numbers not stored
  • Encrypted transmission
  • No human hears full card number

Tips for Best Experience​

  1. Call from a quiet location for clear audio
  2. Have payment ready if paying by phone
  3. Know your order before calling
  4. Speak naturally - AI understands conversational language
  5. Listen to specials - often great deals
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