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Deli phone orders, read back with every change

Zogu takes deli orders from your POS menu, asks for bread and cheese one at a time, and reads the order back once with every "no onions" in place. It hasn't run on a real deli menu; the examples use a made-up one.

A call-ahead lunch order

On a made-up menu where the Turkey Club needs a bread and a cheese, the code's lines were:

Caller: Can I get a turkey club on rye?

Agent: For the Turkey Club, which cheese would you like? We have American, Swiss, Provolone or Cheddar.

Caller: No onions.

Agent: Okay, no onions.

Then the read-back:

Thanks, Dana. So that's one Turkey Club with Rye and Swiss, no onions and one Italian Hero with Provolone and Hot Peppers, for pickup, under the name Dana. The total is twenty-four dollars before tax, paid on pickup. Shall I place the order?

Questions, prices and the read-back come from Zogu's code and your menu, not the AI model.

How "no onions" is handled

  • If the sandwich has a No Onions option, the agent picks it. If not, "no onions" goes to the kitchen as a note on that sandwich.
  • Extras must be options in your POS: "Sorry, the Turkey Club doesn't come with a bacon option."
  • Gaps: the code doesn't pick up "hold the mayo," and a removal said with the sandwich goes to the AI model. Neither is tested.

The read-back and the yes

"Yeah," "yep, go ahead" and "sure" place the order; "yes, but no pickles" doesn't. A change after the read-back means a new read-back. A name correction skips the repeat: "Perfect, that's a pickup order for Dana. I'll go ahead and place that."

Known bug: "It's Dana, and add a soda" places the order before the soda goes on. More on how the read-back and confirmation work.

Office and group orders

Callers can read several sandwiches at once, and the agent asks only what's missing. With more than four options it names four: "We have six, including White, Whole Wheat, Rye and Sourdough."

  • Up to 20 of any one item.
  • No set pickup time. The order goes in right away.
  • One name per order, no labels per person, no splitting.
  • No card numbers. Orders are paid at pickup.

Where the ready time comes from

It's your location's default prep time in your POS: "It'll be ready in about fifteen minutes." It's one number for every order, so set it for the lunch rush. The call doesn't wait for the kitchen to accept.

Deli shorthand and regional names

  • TURKEY CLUB W/ BACON is said "Turkey Club with Bacon," 8OZ ROAST BEEF HERO "8 ounce Roast Beef Hero." BLT stays BLT.
  • "A hero" on a menu with three gets "We've got the Italian Hero, the Meatball Hero and the Chicken Cutlet Hero. Which would you like?"
  • "Sub" won't match a Hero until our team links the two.

More on how the agent understands the way callers order and the Teach page and call review.

What it won't do for a deli

  • It says "postcode" for delivery.
  • English only.
  • No transfers or call-backs.
  • The caller isn't told if the kitchen rejects the order.
  • Not live at any restaurant.

If most of your calls are next-day catering or in Spanish, it isn't a fit today. See what Zogu doesn't do and AI phone ordering for US restaurants.

Questions and answers

Does it work with the POS we already have?

If it's Toast, Square, Clover, Oracle MICROS RES 3700 or Foodhub. We connect your location through our POS integration platform, link the store and give it its own number.

Can regulars just ask for "the usual"?

Yes, if they've ordered through Zogu before. Their last Zogu order comes back, checked against today's menu, with alternatives for anything gone.

What if a caller asks what's on a sandwich?

It answers from the description, options and notes in your POS. With nothing to go on, it says it doesn't have the ingredients rather than guess, and it never calls anything allergen-free.