Operations & Compliance
Drive-through and phone voice ordering
Deploy AI voice agents to take customer orders via drive-through speaker or phone. Handle standard orders autonomously and escalate complex or unclear requests to a human.
3–8%
increase in average order value through AI upselling
Opportunity assessment
Moderate impact. Meaningful cost or revenue improvement, likely noticeable at function level but modest relative to total business scale.
Challenging. Significant technical work required. Likely needs an AI engineer or specialist vendor. Not a quick win.
Moderate data needs. Works with data most businesses hold, but will likely need consolidation, cleaning, or reformatting before use.
Moderate risk. Some customer or external exposure. Errors create rework or reputational impact but are recoverable.
High people impact. Daily workflows change materially for a number of people. Training, communication, and active change management needed.
Tooling required
Things to consider
Taco Bell (Yum! Brands) deployed Omilia's voice AI across 850+ drive-thrus, automating 95%+ of orders with a 3–8% lift in average order value through consistent upselling and serving 6 additional cars per day per lane (Omilia).
Voice recognition accuracy in noisy environments (drive-throughs, busy kitchens) is the key technical challenge. Background noise, accents, and multiple simultaneous speakers degrade performance.
Customer acceptance varies by market. Some customers prefer the speed and consistency of AI ordering; others find it impersonal. Offer an easy opt-out to a human.
Wendy's expanded its FreshAI drive-thru voice ordering from ~100 to 500+ locations by end of 2025, demonstrating the model's scalability once accuracy thresholds are met.
Experiment starter: Pilot at one high-volume location for 4 weeks. Measure order accuracy, average handling time, customer complaints, and average order value versus the human-only control period. If accuracy exceeds 90% and order value increases, expand.
Go deeper in the playbook
Section — Opportunity Identification, including the AI Opportunity Assessment ScorecardSection — Change Management, Scaling, and AdoptionThis opportunity scores low on change complexity — the change management section covers how to land it with the team.More in Operations & Compliance
Meeting note summarisation and action extraction
Convert meeting transcripts or recordings into structured summaries with decisions, actions, and owners. Available within minutes of the meeting ending.
Health and safety document review
Review risk assessments, method statements, and safety policies against regulatory requirements and company standards. Flags gaps for human review.
Audit preparation and evidence synthesis
Collate and summarise evidence packs for internal and external audits. Identifies gaps against audit criteria before the auditors arrive.
AI Transformation Playbook
Ready to assess your own opportunities?
The playbook gives you the full 150-opportunity directory, scoring tools, and 100+ templates for every stage of an AI transformation programme.