VoiceAI - FAQs

Voice AI is an automated ordering system using advanced voice recognition technology to handle customer orders and inquiries efficiently.

During onboarding, you will fill out a form with your store’s details and preferences. Our team will reach out to you and configure the system accordingly.

Currently, our AI supports English. We are actively working to include Spanish and other languages in the near future.

You can update your Voice AI menu like any other menu in the Checkmate portal. Learn more about managing menus in the Checkmate portal here.

As part of your store onboarding process, we ask you to provide a list of “Whitelisted” phone numbers, which we program to bypass the Voice AI ordering system. To add more numbers to this whitelist, please contact support at support@itsacheckmate.com or call 855-953-4340.

Yes, the Voice AI is designed to integrate seamlessly with your existing IVR system. This integration is technical and requires coordination between systems. Our onboarding team or your telephony provider will manage it to ensure proper setup and functionality.

Orders processed by the Voice AI will appear in your system as standard pickup orders under the dining option/order type assigned during the Onboarding process.

To override the Voice AI system during an order, press the button on your headset, which is typically used to initiate direct communication with a customer. This button may vary depending on the headset model your store uses, so please refer to your headset’s user manual for the specific button and its functionality. The AI will continue processing the next order without requiring additional inputs from the headset.

The Voice AI automatically identifies requests for human assistance, such as when a customer asks to speak with a staff member. During onboarding, you can customize these trigger phrases to ensure the system aligns with your specific operational needs, including services like delivery, catering, or reservations.

If the Voice AI encounters a request beyond its capabilities, the customer will be redirected to a staff member for direct support.

Based on the information provided during onboarding, the Voice AI will either forward the customer to the store or direct them to your third-party delivery service(s).

For existing orders, the Voice AI will automatically route the call to a staff member. If a customer calls back after disconnecting mid-order, the system will seamlessly resume the ordering process from where it was left off.

Orders can be set up for payment upon pickup, or we can text customers a secure Stripe link to facilitate payment before the order is completed and sent to the restaurant.
Note: This requires completing the Stripe setup step as part of the Onboarding process.

By default, the system will:

• Upsell a combo: For items ordered that can be upgraded to a combo or meal.
• Upsell a new item category: For items ordered that cannot be upgraded to a combo or meal.
• Upsell/Offer the largest size: For items that require size and haven't been specified.

The Voice AI will not upsell if the customer indicates they’re finished with their order before the AI has an opportunity to upsell.

The system will upsell a maximum of two times per call.

Our Voice AI is designed to minimize upselling and automatically ensure quick service during busy periods. The AI will adjust upselling based on the size of the order and the items selected:

• For specific orders, the AI will upsell once rather than twice.
• For other orders, the AI will refrain from upselling at all.

Our standard peak times are defined as Open - 9 AM (Breakfast), 11 AM - 1 PM (Lunch), and 5:30 PM - 8:00 PM (Dinner). If these times do not align with your peak periods, you can customize them to fit your needs better in the onboarding form.

If you encounter an order or technical problem, have any questions, or need support, please contact our support team. Our support specialists can assist you via email at support@itsacheckmate.com or by phone at 855-953-4340.

Absolutely, we welcome feedback. You can provide feedback by contacting our support team or through the feedback form available on our website.