I am an IVR(Interactive Voice Response System) consultant by profession and just had a thought would it be a good idea if we were able to order pizza over the phone through an IVR.
Yes and no. Allow me explain.
Many people would view the automated system as annoying and it would cause lost sales.
HOWEVER, people could come acustomed to it if it provided some kind of benefit.
I recently walked into a local convenience store to order an Italian Hoagie and they
had a new automated computer system that allowed you to customize your order.
The clerk walked me through all the choices and initialy I hated it because there
were so many choices and screens to go through versus talking to a human and
telling them what I wanted. It was too overwhelmng. However, after I used this
automated system a few times, I grew to love it and preferred it over the old
fashioned way. Now I wish I could enter my name and it would remember how
I like my Italian hoagie so I can order the same one with a single button.
With all that said, I think the pizza automated ordering system would have to
offer a choice of speaking to a human or using the autmomated system. The
automated system should be setup as a customer database (based upon
phone#/caller ID) so that a regular customer could re-order the same kinds
of pizza that they have in the past without having to go through complex
Hello, thank you for calling ABC Pizza.
Press 1 to place an order or speak to Joe.
Press 2 to order using the automateded sytem and receive a $1 discount.
Hello, caller from 555-555-1234, please select the
first item you want to order today. Your choices will
be based upon past orders you've recenty made.
Press 1 for large pizza with sausage & mushroom.
Press 2 for medium pizza - plain.
Press 3 for large pizza - plain.
Press 4 for large pizza with pepperoni.
Press the number of "large pizza with sausage & mushroom"
pizza's you'd like to order.
Caller presses.. 2
Press 1 for pickup, press 2 for delivery.
Press 1 to order another item, press 2 to submit & confirm order.
The automated system would then report to the caller
the entire order and total bill amount and aproximate
time it will take.
The system I described above would require a human
at the store to initially enter each customer's favorites
based upon their phone# and past history of orders.
If a customer calls in and their phone# is not in the database,
they will be connected directly to the human who will take
PS: For my idea above to be feasbile, someone would have to
tell us whether most customers tend to order the same few
items over and over?