Google Assistant Orders Coffee and More

Conversational commerce can now speak for coffee lovers everywhere—or at least those at Dunkin’ Donuts. As the following article relates, Dunkin’ is offering another way to order food and drink via Google Assistant on Apple and Android smartphones.

Dunkin’ Donuts continues to introduce faster and easier choices for running on Dunkin’, announcing that On-the-Go Mobile Ordering is now available through the Google Assistant, on iPhones and Android phones. Though this new integration, DD Perks® Rewards members can use the Google Assistant, Google’s voice assistant technology, on their iPhones and Android phones to place a mobile order for Dunkin’ Donuts coffee, beverages, baked goods and breakfast sandwiches, and then speed past the line in store for pick-up. The new integration is powered by Conversable, a leading AI-powered conversational intelligence platform.

Guests who have a DD Perks account and a Google account can link both, with all ordering and payments happening within Dunkin’ Donuts’ mobile platform. When a guest places and submits an order through the Google Assistant, the distance and estimated time to reach the Dunkin’ Donuts restaurant will be identified by Google Maps, and the order will be sent to the restaurant to be ready at that time. Guests can order from saved Favorites and items previously ordered via the Dunkin’ Mobile® App.

“We are focused on leveraging the most innovative, relevant technologies to make accessing our mobile ordering platform as easy as possible,” says Sherrill Kaplan, Vice President of Digital Innovation at Dunkin’ Brands. “Our new integration with the Google Assistant is yet another exciting example of our commitment to enhancing speed, convenience and our overall brand experience for our loyal guests.”

Conversational commerce is a new sales channel for merchants, and one sweet spot will be Quick Service Restaurants (QSRs). Similar to the attributes of mobile order and pay, conversational commerce meets the needs of many fast-paced consumers that want convenience and immediacy. QSRs also thrive on frequent purchases by higher spending customers. Now with advances in machine learning and natural language processing, merchants have another way to receive orders, and early indications are that many consumers will take quite well to voice-enabled order and pay.

Overview by Raymond Pucci, Associate Director, Research Services At Mercator Advisory Group

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