HESED LAB / AUTOMATION
Voice-Assisted Ordering Workflow
A conversational ordering workflow that makes digital ordering accessible through natural voice interaction.
- Type
- Representative solution — HESED Lab
- Industry
- Hospitality
- Category
- AI
Voice session
“I'd like my usual order for Thursday, but double the cups.”
Confirming: 12 × filter coffee, 800 × 8oz cups, 24 × oat milk, delivery Thursday. Submit?
Order confirmation
ORD-2292 captured
- Transcript stored for review
- Sent to kitchen queue
- Customer SMS confirmation queued
- Flagged for staff check: quantity change
The challenge
Where the process was breaking
Phone orders occupied staff during peak service, and some customers were unwilling to use an app.
What wasn't working
- 01Every phone order needed a staff member's full attention
- 02Repeat orders described from memory each time
- 03Mistakes discovered only at collection
- 04Busy periods produced missed calls, not orders
Our approach
How we scoped it
We treated voice as one entry point into the same order pipeline rather than a separate product, and kept a human review step for anything ambiguous.
The solution
A guided voice conversation that captures the order, reads back a structured confirmation, and drops it into the kitchen queue.
User experience
The customer speaks naturally; the system confirms details explicitly before anything is submitted.
Key features
- Guided voice ordering flow
- Spoken and on-screen order confirmation
- Menu and availability awareness
- Fallback to a staff member
- Order queue integration
- Transcript retained for review
Technology
- React
- TypeScript
- Speech-to-text
- Language model workflow
- Queue integration
The system in use
Two views of the same system
Every screen is designed around a specific role — the person doing the work and the person overseeing it.
Voice session
“I'd like my usual order for Thursday, but double the cups.”
Confirming: 12 × filter coffee, 800 × 8oz cups, 24 × oat milk, delivery Thursday. Submit?
Order confirmation
ORD-2292 captured
- Transcript stored for review
- Sent to kitchen queue
- Customer SMS confirmation queued
- Flagged for staff check: quantity change
Operations overview
LiveOpen orders
42
Awaiting quote
9
Invoiced this week
$38,410
Orders per week
Success measures
What good looks like
The operational measures a system like this is designed to move — agreed before the build, measured after launch.
- Phone orders captured without staff involvement
- Order accuracy against the spoken request
- Calls missed during peak trading periods
Next step
Have a business process that should be easier?
Tell us what you're trying to improve. We'll help determine whether the right solution is a website, a custom application, automation, or something simpler.