Oliver’s has launched what it says is Australia’s first truly conversational, unscripted AI for drive through, named Ollie.
Launching first at Pheasant’s Nest, NSW, the AI system offers a fully contextual, two-way interaction, which the QSR believes will make the customer experience smoother and more intuitive.
Oliver’s has partnered with AI software company Sodaclick to implement Ollie. The new system is integrated with food software Prepit so it’s able to list and recommend products and answer questions about ingredients, allergens and dietary preferences to customers based on nutrition information.
Oliver’s CEO Natalie Sharpe says the QSR is thrilled to launch this Australian-first innovation enhancing the drive-through experience.
“Like most industries, QSRs have been impacted by the global labour shortage,” she says.
“At Oliver’s we want to give our customers the best possible experience wherever they choose to order, and our newest team member Ollie helps us do this at the drive through.”
Customers will be greeted by a sign at drive through that reads: ‘Ollie, our AI assistant, is in training. If you would like to speak with another staff member, please ask’. Oliver’s emphasises that Ollie isn’t a replacement for human service, but rather an assistant to team members.
Sodaclick CEO Ibrahim Jan says it’s been a momentous journey to integrate Australia’s first drive-through conversational AI assistant for Oliver’s.
“Customers placing their orders might be surprised that Ollie is actually an AI, since Ollie not only delights but delivers exceptional customer service,” he says.
“The AI has been trained extensively to be non-linear in its interactions and is completely unscripted, distinguishing itself from other AI assistant ordering models, giving customers a friendly, natural and human-like conversation. Our aim is to use technology in a seamless manner that enhances the overall customer experience and streamlines operations for staff.”
Oliver’s has expansion plans for Ollie, with the AI system expected to be rolled out at in-store kiosks.
