Punchh, the leader in digital marketing solutions for physical retailers, today announced the launch of Punchh Deep Sentiment Analysis. The new product allows brands to extract valuable insights from customer reviews using Punchh's natural language comprehension engine built with industry-leading deep learning and artificial intelligence. Its natural language processing model achieves human-level performance, defined as more than 93 percent accurate, and features multi-language support. "In today's hyper-competitive climate, brands need to do everything they can to foster and nurture direct customer relationships, and paying attention to customer reviews is an essential part of that," said Shyam Rao, CEO of Punchh. "Manually reading every review is prohibitively time-consuming for most retailers, which leads to slower response times and poor customer experiences. Our solution uses AI and machine learning to help brands analyze reviews at scale and immediately identify critical information so they can focus on high-level insights and make quick decisions to strengthen customer relationships and increase loyalty."
Apple is slowly but surely growing the list of places where you can pay hands-free with your iPhone and Apple Pay. The latest addition: Smashburger, which announced that it will begin accepting Apple Pay later this year. SEE ALSO: This could be our first look at the iPhone 8's glorious edge-to-edge screen Once it's live in store, you'll be able to tap-to-pay just as you would at any other business or retailer that takes Apple. Additionally, Apple Pay will also be integrated with Smashburger's loyalty program. Once you've paid, your phone will prompt you to join the restaurant's loyalty program, which lets you earn discounts and credit toward future orders.
Although the idea of "artificial intelligence" has been around since 1956, this seems to be a breakthrough year for AI in the restaurant space. Major players from Chick-fil-A to Chipotle to Domino's have implemented AI in some form or fashion, whether to identify food safety issues, scale up logistics or generate orders via voice assistance. Even some smaller chains are getting on board the AI train. In February, Colorado-based Good Times Burger & Frozen Custard launched its conversational AI platform through a partnership with Valyant AI, for example. Perhaps the biggest breakthrough came when McDonald's adopted the technology.
Daniel McCann, founder of 5Thru, became frustrated with waiting in growing drive-thru lines -- sometimes 15 cars deep -- to buy his morning coffee. As a payments expert, he knew that payments at the window take 23 to 25 seconds to process in addition to cook times, which adds up quickly if there is a line. Instead of waiting, he would often have to forgo the drive-thru and head to the office without his caffeine fix. He thought there had to be a better way. "Drive-thrus are one of those things that are still being done today as they were 50 years ago," McCann told Restaurant Dive.
Gartner predicts that by 2020, a whopping 85% of enterprise-customer relationships will be managed without human interactions. Surveys show that 89% of consumers opt to engage with businesses through text and 64% of consumers that communicate with businesses via text leave with a positive impression. Clearly, we are not far from the time where majority of interactions will be automated completely given that conversational AI / intelligent chatbots are playing a crucial role in almost every industry. With chatbots becoming mainstream, several industries are utilizing them as they offer greater and less intrusive opportunities when it comes to customer engagement (esp. It is only a matter of time before chatbots in restaurants make their way to the forefront.