This guide explains when and how the drive-thru team should intervene while the VoiceAI system is handling orders. VoiceAI is designed to manage most interactions independently, but in certain situations, team member intervention ensures the best customer experience.
How the VoiceAI Works in Drive-Thru
- VoiceAI operates during scheduled shifts, starting with short trial periods (e.g., 2 hours during non-peak times) and expanding as performance improves.
- The AI work schedule will be posted and may change based on system performance.
- Customers see their order in real time on the Order Confirmation Board and can request help by saying “Team Member.”
- Orders appear on the Kitchen Display System (KDS) only after VoiceAI completes them.
When to Intervene
Intervene only when necessary to maintain a smooth and positive ordering experience.
|
Situation |
Action |
Headset Button |
Notes |
|---|---|---|---|
|
Customer says “Team Member” |
Take over the order immediately |
A1 / 1 |
Resume order entry in POS |
|
AI repeats the order incorrectly |
Wait for one correction attempt, then take over |
A1 / 1 |
Improves guest experience |
|
AI cannot understand order after several tries |
Take over the order |
A1 / 1 |
Restart or complete in POS |
How to Take Over the Order
- Press A1 (or 1, depending on your headset) to pause the AI.
- Resume the conversation directly with the customer.
- Restart or complete the order in the POS system.
Best Practices
- Stay Alert – Monitor AI-customer interactions in the background.
- Speak Loud and Clear – Helps both the customer and AI process the order correctly.
- Allow AI to Work – Let the system complete orders when functioning correctly to improve its learning and performance.
- Check the AI Schedule – Know when AI will be active before your shift begins.
Reporting Issues
If you encounter recurring problems or unexpected system behavior, report them at support@itsacheckmate.com with as much detail as possible:
- Date and time of the issue
- Store ID or address
- Detailed description of the problem
- Whether the issue has occurred before
- Check the number for reference
- Photo of the order as shown on the KDS (if possible)
Note: We actively monitor VoiceAI performance, especially during rollout, using real-time metrics to detect and address irregularities. Your reports help us improve the AI’s accuracy and reduce the need for manual intervention.
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