SOLUTION OVERVIEW

Reinventing the Fast Food Drive Thru Experience with Conversational AI

Drive-thru technology has gone relatively unchanged for 70 years. We may not have food trays attached to our cars or waitresses on roller skates anymore, but the garbled speaker, slow serviceand incorrect orders are still disappointing customers. When conversational AI technologies like Google Assistant,

Alexa and Siri are part of everyday life, there’s no excuse

not to exceed expectations. It’s time to reinvent the fast food

drive thru with conversational AI to create a breakthrough

customer experience that delivers exponential ROI.

WHY NOW?

In 2018, the drive thru experience should have zero

latency, customer personalization, 100% accuracy, upsell

reliability and a consistently professional disposition, all

while saving costs for franchisees and restaurant

owners. Cognizant makes this a reality with our Virtual

Cognitive Agent. Let’s reinvent the customer experience,

starting with the drive thru. Customers will

exclusively engage with Virtual Cognitive Agent or

FEATURES

Zero Latency: Vehicle is detected upon roll-up,

order is instantly taken and sent to prep station.

Customer Identification & Personalization:

The system identifies returning customers and

uses AI to provide personalized menus and

offers.

Accuracy: VCA recognizes order and easily

reviews order with customer. Language, intona-

tion and accents are all handled through use of

Google’s leading capabilities.

Upsell Reliability: Algorithmically-driven sug-

gestions are provided for each order.

Brand Compliant: VCA can be programmed

with branded language and can use the voice of

national spokesperson.

Human Aided Fallover: On or off premise

human associates can quickly step in if VCA

fails to understand the customer.

Analytics: Data analysis drives a feedback

loop of constant improvement in offerings and

ordering process.

www.cognizant.com/conversational-ai

Solution Overview

2 | Reinventing the Fast Food Drive Thru Experience with Conversational AI

VCA technology to complete their entire transaction. This offering, augmented by Google’s Cloud

platform, Dialogflow conversational interfaces, Machine Learning APIs and hardware, is a

scalable on-brand and future-proof evolution of the drive thru.

OUTCOMES

Improved Financial Performance:

• Estimated annual savings of $58,000 per drive thru location

• Depreciation of headsets and accompanying hardware

• Increased revenue generation through speed of service, cross-sell and upsell opportunities

Automated 24/7 Workforce:

• Smooth operation during low and peak times

• No seasonal adjustment

• Zero turnover

• Brand and messaging consistency

Increased Employee Productivity:

• Enables employees to focus on order accuracy and preparation

• 5-10% increase in employee productivity

Superior Customer Experience:

• Creates compelling experiences

• Meets and exceeds customer expectations

• Increases customer loyalty by providing a personalized customer experience

CONVERSATIONAL AI & FOOD SERVICES PRACTICES

Cognizant is the leader in food service consulting, supporting over 30 nationwide brands. We help our

clients use digital transformation to evolve the way they market themselves, serve customers

online and in-restaurant and operate their back-of-house to compete in 2018 and 2020.

Cognizant’s Conversational AI offerings include advisory services, analysis and benchmarking

for selecting the best processes, technologies and implementation approaches. Deployment

services range from rapid prototyping and pilots to enterprise-wide implementation. We support

these deploy-ments long-term, providing support services to evolve and scale-up Conversational

AI deployments over time.

Our in-depth relationships with market leaders, point solutions and industry players such as Google

provide benefits including access to partner labs, product roadmap and feature influence, accelera-

tors, development benches and more.

ABOUT COGNIZANT

Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innova-tive and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

World Headquarters

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© Copyright 2018, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means,electronic, mechan-ical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.

Customer drives up to menu and is recognized by camera

or biometric scan.

Order is instantly sent to kitchen and fulfilled by employee.

Payment is authorized by the biometrics used for personalization for the

payment on file.

The employee ensures order

accuracy and hands order to customer.

Menu display loads customer’s typical orders as well as suggestions and is greeted by virtual agent.

Customer drives off to return the next day.

Customer places order and virtual agent offers upsell. Virtual agent thanks the customer.

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6

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Hello John. May I take

your order?

Thank you!

Reinventing the Fast Food Drive Thru Experience with Conversational AI