Dive Brief:
- Casey’s General Stores has rolled out an AI-driven automated voice assistant (AVA) to its entire footprint to help execute off-premise orders, according to a Wednesday announcement.
- The system, developed by food and beverage technology company SYNQ3 Restaurant Solutions, answers incoming phone calls, processes new orders, offers reorder and upsell options and connects to Casey’s point-of-sale system and loyalty platform automatically.
- This comes about a year after Casey’s initially tested the technology, which CEO Darren Rebelez first teased at the 2022 Groceryshop convention in Las Vegas.
Dive Insight:
Last September during Groceryshop, Rebelez said Casey’s was exploring an automated phone ordering system to help prevent call leakage and boost efficiency. At the time, he didn’t clarify when the system might roll out or how widely available it would initially be.
Almost a full year later, SYNQ3’s platform, called SYNQ Voice, has rolled out across Casey’s entire ordering system — which includes over 2,500 stores across 16 states — as part of the convenience retailer’s three-year growth plan, according to the announcement.
Sanjeev Satturu, chief information officer for Casey's, said the retailer is looking forward to letting its team members focus more on serving guests and running its stores with the help of the new technology, according to the announcement.
"We are committed to reducing friction on our guests and team members by leveraging technology to simplify and streamline the ordering experience,” Satturu said.
Ankeny, Iowa-based Casey’s, known for its fresh-made pizza, has offered online ordering since 2016. It also offers pickup at all of its locations, as well as home delivery with the help of third-party vendors like DoorDash and Uber Eats.
Colorado Springs, Colorado-based SYNQ3 develops off premise, omni-channel ordering solutions to help restaurants smoothen their operations. Its autonomous SYNQ Voice platform is live at nearly 10,000 restaurant locations, according to the announcement.
