Case Study

Next-Gen Ordering Experience with NLP

1.

The Customer:

A top-5 U.S. restaurant chain seeking to continue delivering world-class customer service at scale looked to machine learning and native language processing (NLP) to automate the process of intaking verbal orders.

2.

The Challenge They Faced:

To commit to such a major transformation, the company needed a reliable and repeatable NLP solution they could trust to scale across their fleet of stores; and to do that, they needed deep expertise ranging from data science and semantics, to IT infrastructure and engineering.

3.

How We Helped:

phData created an opinionated workflow or “assembly line” for getting ML models trained, deployed, updated, and secured — embedding NLP software (SpaCy) into a streamlined Apache Airflow pipeline, with technology-specific configuration best practices and engineering standards built-in.

4.

What We Got Done:

With a reliable, repeatable, and highly efficient ML assembly line in place, the restaurant is poised to scale their order automation system across the business, shortening wait times for customers and empowering their associates to focus on delivering personable, high-touch service.

Full story: Top-5 U.S. Restaurant Cooks Up Next-Gen Ordering Experience with NLP

A top-5 U.S. restaurant chain ($10+ billion in sales) was growing fast — and so were its wait times at the counter and the drive-thru. They routinely experience massive volume at peak times, during which they need to continue providing the extremely personable, high-touch customer service for which they’re known, even while serving a much higher number of guests.

To keep wait times low and service levels high, the restaurant decided to think outside the box — turning to technology and machine learning (ML). They had already implemented a successful computer vision project (in partnership with phData) to maintain product quality across their hundreds of locations; now, they began to explore how ML might similarly transform the ordering experience.

The idea was to use natural language processing (NLP) to listen to customers’ verbal orders and automatically put them through to the kitchen — automatically transcribing their words and using ML models to interpret the resulting text, translate them into specific order requests according to an index of terms and menu items.

This kind of NLP solution would not only shorten wait times and improve order accuracy, but free up restaurant associates to focus on improving one-to-one service (e.g., by making more eye contact). However, implementing and maintaining such a solution across their hundreds of restaurants — and proving its feasibility within their own business — was going to be a tall order.

A super-sized NLP challenge

From their experience with the computer vision use case, the restaurant chain understood that successfully designing, iterating, deploying, and maintaining an NLP solution of this magnitude would entail major challenges across disciplines ranging from data science and semantics, to IT infrastructure and engineering:

A proven recipe for ML transformation

To overcome these challenges, the restaurant chain again put their faith in phData; they were confident, based on the success of the computer vision project, that phData’s ML team could bring the required multidisciplinary expertise across NLP, ML, and data engineering.

And the phData ML team delivered. Leveraging the same flexible MLOps Framework they had relied on for the computer vision project, they developed a solution that embeds the NLP software SpaCy into a streamlined Apache Airflow pipeline, with technology-specific configuration best practices and ML engineering standards built-in.

Now the restaurant’s data science team is empowered to configure business rules without worrying about the underlying technology. With a pipeline in place to automate processes like generating SpaCy rules or repopulating Elasticsearch indices, the customer can now self-serve to rapidly iterate through experiments — easily generating indices in order to test and tweak existing rulesets, or to assess brand new ones — until they arrive at the best working solution to accurately interpret and submit customers’ food orders.

Index Generation Process phData

The sweet taste of success

With the new automated NLP workflow developed by phData, the restaurant chain has overhauled their tiny NLP prototype into a reliable, repeatable, and highly efficient ML assembly line with the potential to dramatically improve the ordering experience for their customers.

The restaurant chain is now well-equipped to make their order automation plan a reality, and has begun the process of rolling out the solution across the entire enterprise. It’s a massive initiative, requiring significant investment and organizational change, with the potential to transform their business — allowing them to continue delivering their famously exceptional customer experience across an ever-growing fleet of restaurants — and at the heart of it is a proven, repeatable framework for NLP and machine learning.

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