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Vonage's Voice API: A Game Changer for Novo Labs' Conversational AI System
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Food & Beverage
- Telecommunications
Applicable Functions
- Procurement
Use Cases
- Chatbots
- Speech Recognition
Services
- System Integration
The Challenge
Novo Labs, a company founded by Jeff Loukas and Clinton Coleman, was faced with the challenge of integrating a conversational AI system for taking food orders with a traditional phone system. Despite the growing trend of online ordering in the food industry, the founders recognized that a significant number of customers still preferred to place their orders verbally. They aimed to digitize this voice channel, creating a 'conversational commerce system' that would allow customers to order via voice, either through a call or a drive-thru. However, the challenge lay in finding a way to connect the audio from the telephone to their natural language processing system, enabling their AI to interact effectively with customers over the phone.
About The Customer
Novo Labs is a company founded by Jeff Loukas and Clinton Coleman, both of whom have extensive experience in the restaurant business. Recognizing that many customers still preferred to place their food orders verbally, despite the growing trend of online ordering, they aimed to create a 'conversational commerce system'. This system would allow customers to order food via voice, either through a call or a drive-thru, with the interaction being with an AI system rather than a human. The system also offers a high level of personalization, engaging customers with the opportunity to reorder a previous order or make personal recommendations for food customization.
The Solution
After months of research and considering multiple API vendors, Novo Labs concluded that the Vonage Voice API was the best solution for their needs. The Vonage Voice API system was found to be fast, intuitive, and simple, providing the ability to connect phone calls directly to Novo Labs' natural language processing AI. The integration process was straightforward, and once established, required minimal code work. The Vonage API team also provided high-quality support, working closely with Novo Labs to overcome any initial issues. The result was a successful integration of the conversational AI system with the traditional phone system, with zero issues and no downtime.
Operational Impact
Quantitative Benefit
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