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Voice AI Guide

Complete guide to using Voice AI for drive-thru ordering.

Overview​

Voice AI uses advanced speech recognition and natural language understanding to assist with drive-thru order taking. The AI transcribes customer speech in real-time, suggests menu items, and can even respond to customers automatically.

Voice AI Capabilities​

CapabilityDescription
Real-Time TranscriptionLive speech-to-text display
Intent RecognitionUnderstands order intent from natural speech
Menu MatchingMatches spoken items to menu
Upsell SuggestionsAI-powered add-on recommendations
MultilingualEnglish, Spanish, French support
Accent AdaptationLearns local speech patterns

Voice AI Overlay Interface​

Layout​

┌─────────────────────────────────────────────────────────────┐
│                    Voice AI Overlay                          │
├─────────────────────────────────────────────────────────────┤
│  ┌─────────────────────────────────────────────────────┐   │
│  │ Customer Speech (Live Transcription)                 │   │
│  │                                                      │   │
│  │ "I'd like a large combo number three with           │   │
│  │  a diet coke and can I get extra pickles"           │   │
│  │                                                      │   │
│  │  [🎤 LISTENING...]                    Confidence: 94%│   │
│  └─────────────────────────────────────────────────────┘   │
│                                                              │
│  ┌─────────────────────────────────────────────────────┐   │
│  │ AI Detected Items                                    │   │
│  │                                                      │   │
│  │  ✓ Combo #3 - Large         $10.99   [Accept]       │   │
│  │  ✓ Diet Coke - Large        (incl)   [Accept]       │   │
│  │  ✓ Extra Pickles            +$0.00   [Accept]       │   │
│  │                                                      │   │
│  │  [Accept All]              [Reject All]              │   │
│  └─────────────────────────────────────────────────────┘   │
│                                                              │
│  ┌─────────────────────────────────────────────────────┐   │
│  │ AI Suggestions                                       │   │
│  │                                                      │   │
│  │  💡 "Would you like to add a cookie for $1.99?"     │   │
│  │     [Suggest to Customer]  [Skip]                    │   │
│  └─────────────────────────────────────────────────────┘   │
│                                                              │
│  ┌──────────────────┐  ┌──────────────────┐                │
│  │   [AI Speaking]  │  │ [Manual Override] │                │
│  │   Greeting...    │  │  Take over mic    │                │
│  └──────────────────┘  └──────────────────┘                │
└─────────────────────────────────────────────────────────────┘

Interface Elements​

ElementDescription
Transcription PanelShows real-time customer speech
Confidence IndicatorAI confidence in transcription (0-100%)
Detected ItemsMenu items AI extracted from speech
Accept/RejectStaff controls for AI suggestions
AI SuggestionsUpsell and cross-sell recommendations
Manual OverrideButton to take over from AI

Using Voice AI​

Starting a New Order​

  1. Customer arrives at speaker

    • Voice AI detects presence (or staff presses "New Order")
    • AI greets customer automatically (if enabled)

  2. Customer speaks order

    • Transcription appears in real-time
    • AI highlights detected menu items

  3. Review AI detections

    • Green checkmark = high confidence match
    • Yellow = possible match (review needed)
    • Red = not found (manual entry needed)

  4. Accept or modify

    • Click "Accept" on correct items
    • Click item to modify
    • Click "Reject" to remove

Accepting AI Suggestions​

Accept Individual Item:

Customer says: "I want a Big Mac"

AI shows:
  ✓ Big Mac             $5.99   [Accept] [Modify] [Reject]

Click [Accept] to add to order

Accept All Items:

Customer says: "Two Big Macs, large fries, and two Cokes"

AI shows:
  ✓ Big Mac (x2)        $11.98  [Accept]
  ✓ Large Fries         $4.29   [Accept]
  ✓ Coca-Cola (x2)      $3.98   [Accept]

Click [Accept All] to add all items at once

Modifying AI Suggestions​

If AI detected the wrong item:

  1. Click on the item row
  2. Search for correct item
  3. Select correct item
  4. Quantity and modifiers preserved

Rejecting AI Suggestions​

  • Single item: Click [Reject] on that item
  • All items: Click [Reject All]
  • Partial: Accept correct items, reject incorrect ones

Confidence Indicators​

Understanding Confidence Scores​

ScoreIndicatorMeaning
90-100%🟢 GreenHigh confidence, likely correct
70-89%🟡 YellowMedium confidence, verify
Below 70%🔴 RedLow confidence, likely wrong

When to Trust AI​

  • Trust (90%+): Clear speech, common items
  • Verify (70-89%): Modifiers, combos, similar-sounding items
  • Manual (Below 70%): Accent issues, background noise, unusual requests

AI Response Modes​

Full AI Mode​

AI handles the entire conversation:

  1. AI greets customer
  2. AI takes order via conversation
  3. AI suggests add-ons
  4. AI confirms order
  5. Staff reviews and sends to kitchen

Best for: High-volume, simple menus, clear audio

AI transcribes and suggests, staff confirms:

  1. Staff greets customer
  2. AI transcribes speech
  3. AI suggests menu matches
  4. Staff accepts/modifies
  5. Staff confirms with customer

Best for: Most operations, training, complex menus

Manual Mode​

Traditional headset operation:

  1. Staff handles entire conversation
  2. Staff manually enters items
  3. No AI assistance

Use when: AI issues, complex orders, customer preference

Switching Modes​

Settings → Voice AI → Operating Mode
  ○ Full AI
  ● AI Assist (recommended)
  ○ Manual

Manual Override​

When to Override​

  • Customer requests human interaction
  • Complex modifications AI can't handle
  • Audio quality issues
  • AI making repeated errors

How to Override​

  1. Press [Manual Override] button
  2. AI stops listening/speaking
  3. Staff takes over via headset
  4. AI continues transcribing (display only)
  5. Press [Resume AI] to return to AI mode

Override Shortcuts​

ShortcutAction
F2Toggle AI on/off
Hold SpaceTemporary override (release to resume)
EscCancel AI action

AI Greetings & Responses​

Default Greetings​

TimeGreeting
Morning (6-11am)"Good morning! Welcome to [Restaurant]. May I take your order?"
Afternoon (11am-5pm)"Hi there! Welcome to [Restaurant]. What can I get for you today?"
Evening (5pm-close)"Good evening! Welcome to [Restaurant]. Ready to order?"

Customizing Greetings​

Navigate to Settings → Voice AI → Greetings:

Morning Greeting:
[  Good morning! Welcome to Burger Palace!  ]

Include promotions: ☑
Promotion: "Try our new breakfast burrito!"

Preview: [▶ Play]

AI Responses​

SituationAI Response
Item added"Got it, one [item]."
Modifier added"With [modifier], perfect."
Order complete"Your total is $X.XX. Please pull forward."
Didn't understand"Sorry, could you repeat that?"
Item unavailable"I'm sorry, we're out of [item]. Can I suggest [alternative]?"

Handling Special Situations​

Item Not on Menu​

When customer requests something not on menu:

  1. AI displays: "Item not found: [spoken text]"
  2. Options:
    • Search menu manually
    • Offer alternative
    • Special request (if allowed)

Complex Modifications​

For modifications AI can't parse:

  1. AI displays: "Modification unclear"
  2. Click on item
  3. Add modifiers manually
  4. Confirm with customer

Multiple Speakers​

When multiple people order:

  1. AI attempts to separate orders
  2. Staff can split into separate orders
  3. Use "Split Order" button

Background Noise​

If transcription quality drops:

  1. AI shows low confidence
  2. Consider:
    • Ask customer to repeat
    • Use Manual Override
    • Check audio calibration

Performance Tips​

For Best Recognition​

  1. Audio quality: Keep equipment maintained
  2. Clear speech: Train customers with clear signage
  3. Menu terms: Use AI-trained menu item names
  4. Modifiers: Add common modifiers to AI vocabulary

Improving AI Accuracy​

  1. Report errors: Use "Report Issue" to train AI
  2. Add vocabulary: Add local terms to custom dictionary
  3. Update menu: Keep menu data current in system

Troubleshooting Voice AI​

Common Issues​

IssueSolution
AI not hearingCheck microphone, audio calibration
Low confidenceReduce background noise, recalibrate
Wrong items detectedUpdate menu data, report to AI training
AI speaking over customerAdjust response delay in settings
AI not respondingCheck network, restart Voice AI service

Diagnostic Mode​

Access Voice AI diagnostics:

  1. Settings → Voice AI → Diagnostics
  2. Run audio test
  3. Run recognition test
  4. View error logs
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