AI Voice & Chat Ordering
Three AI ordering channels — phone, WhatsApp, and on-screen chat — all powered by the same intelligence. Multilingual, context-aware, and integrated directly with your menu and KDS.
AI Voice Ordering (Phone)
Customers call your venue's phone number and place orders through natural AI conversation. Streaming architecture via Twilio ConversationRelay.
How a Call Works
Customer calls venue phone number
AI greets in English — if the customer speaks another language, the AI auto-detects and switches
Returning customers auto-recognized by phone — AI greets by name, knows past orders
AI adds items immediately, confirms with price: "Added a Classic Burger for twelve dollars. What else?"
Phonetic correction: garbled phone audio auto-matched to menu items
"That's all" → asks for customer name → reads back order with total
"Yes" → order created → KDS kitchen ticket → SMS confirmation
Customer Commands
Any menu item name → added immediately with price confirmation
"Change X to Y" → removes old, adds new
"Remove the fries" → item removed
"My usual" → adds items from last order (returning customers)
"Repeat my order" → current order read back with prices
"Put me on the waitlist" → asks for party size, adds to waitlist
"How long is the wait?" → reads back current estimate
Language Support
16 languages with auto-detection: English, Spanish, French, German, Italian, Portuguese, Russian, Chinese (Mandarin), Japanese, Korean, Hindi, Dutch, Romanian, Ukrainian, Arabic, Vietnamese. Just speak — AI detects the language automatically.
Voice Stack
Speech-to-Text — Twilio Gather (phonetic output), sub-second
AI/LLM — Gemini 3.5 Flash, ~1s response
Text-to-Speech — Twilio Native TTS (Polly), sub-second
Total response latency — ~1.5s from speech to hearing AI response
Fallback — graceful transfer to human line on repeated failures
Setup
Enable in Settings > Integrations > Voice Ordering
Set your Twilio phone number in Settings > Venue
Configure Twilio Console — Phone Number > Voice > Webhook POST > https://your-domain.com/api/v1/pos/webhooks/voice
Customize greeting, AI persona, today's specials, and fallback number
WhatsApp Ordering
Same AI as voice ordering, over WhatsApp. Text or voice message in any language — AI auto-detects. No app download needed.
Customer texts or sends a voice message to the venue on WhatsApp
AI responds instantly — same menu, same intelligence as voice
Any language — text in any language or record a voice message in 30+ languages
Cart displayed after each message with emoji formatting
"Done" → asks for name → confirms order → "YES" → order placed → KDS ticket
Returning customers recognized by phone — favorites and past orders recalled
Setup
Register a WhatsApp Business number in Twilio Console
Set webhook: https://your-domain.com/api/v1/pos/webhooks/whatsapp (POST)
Customers text the number — no app install, no signup
AI Chat Assistant (POS Staff)
Context-aware AI assistant on every POS page (15 surfaces). Auto-loads live data for the current screen.
Register — "What's the most popular item today?", "Find order with 3 cokes"
KDS — "What's the oldest ticket?", "Any allergens on ticket 4?"
Tables — "Any 4-tops available?", "How long has table 12 been seated?"
Inventory — "What's low on stock?"
Reports — "Compare lunch vs dinner sales", "Labor % today?"
EOD — "Start closing", "What's the tip pool?"
Delivery — "Where is driver Maria?", "How many pending deliveries?"
+ 8 more surfaces — Staff, Reservations, Catering, Loyalty, Gift Cards, Disputes, Scheduling, Table Ops