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Eurogast relies on innovative speech recognition for more efficient ordering processes
Reduced waiting times with voice-to-order
With no lower goal than to revolutionize B2B sales and increase efficiency and customer satisfaction by using generative AI (Artificial Intelligence) and Large Language Models (LLMs), Eurogast Austria has made a name for itself as an innovation leader in the wholesale industry. The implementation of the new "Best.Friend Voice" service marks an important milestone in the company's digital transformation.
The challenge
Efficient order fulfillment needed
In the world of B2B sales, operational challenges remain despite the widespread use of web stores and apps. A significant proportion of customers still prefer to order over the phone, which can lead to overcrowded queues and missed sales opportunities at peak times. The company needed a system that could accommodate these preferences while enabling efficient order fulfillment.
The solution
Automated B2B orders via GenAI and voice assistants
Eurogast worked with Cloudflight to develop an innovative solution that uses GenAI and LLMs to automate the order process through speech recognition. The AI processes detailed orders, including customer ID, product names, quantities, and units, and compares this information with the product range of over 40,000 items.
The system then creates a customized order based on the customer's purchase history. By integrating this AI ordering system into the existing Eurogast Best.Friend app and making it available through voice assistants such as Alexa and Siri, the ordering process is further simplified, and language barriers are overcome through automatic translations.
With the new "Best.Friend Voice" service, Eurogast restaurant customers can now place their orders around the clock using voice recognition. This leads to reduced waiting times and increased operational efficiency. GenAI's ability to process multiple orders simultaneously makes it an ideal tool for scaling operations and improving customer loyalty through greater convenience and shorter wait times. Eurogast is thus ideally positioned to further drive digitalization in the wholesale industry and redefine the standards for efficiency, customer service, and operational excellence in the B2B sector.
Technical background
Advanced LLMs for higher customer satisfaction
The implementation of this solution is based on the latest advances in Large Language Models (LLMs), which enable spoken language to be accurately understood and processed. While Named Entity Recognition (NER) is effective at extracting specific information from text, LLMs surpass it in their ability to capture the context and nuances of complex customer voice messages. This technology enables accurate and efficient order processing and contributes to high operational efficiency.
By transcribing speech to text, recognizing specific products and accurately retrieving the right items from product inventory, new levels of customer satisfaction are achieved. The integration of Retrieval Augmented Generation (RAG) techniques will enable even more precise and contextual customer interaction in the future.