Automating Orders with AI
Intelligent Inbox gives DSR's the ability to manage and place orders in a fraction of the time that it would take handling them manually. In this article we'll cover an overview of the platform and how communication goes back and forth between operators and DSR's
Note: Intelligent Inbox is an additional module on top of the core e-Commerce Pepper offering. Reach out to your customer success representative for more information on activating Intelligent Inbox.
Product Overview
What if all of your orders from every operator on every channel were visible in a single place? With Intelligent Inbox, Pepper takes text, email, and voicemails from operators and turns them into orders for Distributor employees to review.
By using AI to automatically generate unstructured text and voice into orders, sellers save time, can take more orders, and build relationships by becoming consultative sellers.
End-to-end Walkthrough
Inbound Messages
The beginning of the workflow starts when an operator texts, emails, or calls your dedicated number or email address to place an order.
The order can be as long as it needs to be, and will be received by Pepper for processing. Successful orders will receive a text or email as seen above that the order was successfully submitted.
Business Assignment
Pepper will match the inbound message to whichever restaurant or business that phone number or email is assigned to. If the number is assigned to multiple locations, the order will be inbound to whichever business name is mentioned in the text, and fall back to whichever business that number last placed an order for.
Best Practices: For operators that leave many calls or texts for orders that are assigned to multiple businesses, ask that they include the business name as it exists in your ERP in the message - this will help the auto assignment and ensure orders are left for correct businesses.
Unknown Addresses
If a number or email does not exist in Pepper, they'll receive a message inviting them to contact your office to be added as a customer:
Note: At this time, users cannot customize the outgoing message for unknown numbers.
Order Reception and The Intelligent Inbox
Orders are received and assigned in the order in which they are placed. Once an order makes it to the inbox, DSR's will be notified on whichever channel they are subscribed (email and SMS):
Reps can check orders in their inbox, available via the inbox icon in the account picker:
Once in the inbox, reps can review Pepper's speech to orders, make substitutions, and confirm orders.
Pepper's AI learns from substitutions you make! Every update or change a user makes to an order continually trains our model, which is customized to each operator at each business you service.
Intelligent Inbox respects fulfillment instructions - If operators ask for delivery at certain times or days, intelligent inbox will do its best to schedule the order for that time, if applicable
Delivery confirmation
Once confirmed, operators receive a message on the channel the order was placed confirming their order and prompting them to download your app to see order details and track deliveries - naturally raising operator adoption.
