Feature
One read-back, one clear yes
When the caller has finished, Zogu reads the whole order back once and asks "Shall I place the order?". Nothing goes to your POS without a clear yes. Then it gives the total and ready time, says goodbye and hangs up.
What the read-back sounds like
After the add-on offers, it sounds like this:
Zogu: So that's one quarter-pound burger, one half-pound burger, one three-piece baklava and three Cola B cans, for pickup, under the name Sam. The total is sixteen pounds, paid on pickup. Shall I place the order?
Caller: Yeah. Go ahead.
The read-back covers:
- each item with its options and notes ("one garlic bread, no onions")
- pickup or delivery, and for delivery the fee and address (the only time it's read out)
- the caller's first name, the total and how it's paid
How Zogu takes a phone order covers what comes before.
Why only one
Confirming every item wears a caller out. One read-back, at the end, is all they hear.
The read-back is built by Zogu's own code from the order and your live POS menu, so the total agreed is the total sent. If the AI writes its own "Is that correct?", the caller hears Zogu's read-back instead.
What counts as a yes
- Counts: "yes", "yeah", "yes please", "yeah, go ahead", "that's right".
- Doesn't: "hmm", "yes, actually wait", "yes, but no onions" (that's a change).
- A read-back the caller talked over doesn't count; they hear it again.
- A second yes never sends a second order.
Zogu checks the caller's own words, and a plain yes places the order straight away.
Where the name comes from
Zogu asks "Can I take a name for the order?", or takes it when the caller says it outright ("it's for James"). Nowhere else. A name that sounds like a menu item and was heard with under 80% confidence is asked again.
Only the first name is said back. Regulars hear last time's name, so they can correct it. See how Zogu greets regulars by name.
Correcting the name
For example:
Caller: My name's James.
Zogu: Perfect, that's a pickup order for James. I'll go ahead and place that.
The caller has just heard the order, so the correction counts as the go-ahead.
Changing an item
"Yes, but only one cola", "no garlic bread" or "make it three" changes the order, and Zogu reads the whole order out again with the new total. The old read-back stops counting, so nothing goes through on the old version. Callers don't need set phrases: see how Zogu understands callers.
Ending the call
The order goes to your POS while quiet keyboard sounds play. Then:
Zogu: Thank you, Sam. I've placed your order for pickup, the total is six pounds, paid on pickup. It'll be ready in about twenty minutes.
It thanks them by the shop's name and hangs up. The ready time needs a prep time in your POS. Zogu never holds the caller while the kitchen decides; on a busy Friday that could mean minutes of silence. More on pickup and delivery orders.
If ordering closed mid-call, your POS can't take the order or your connection is suspended, the caller is told, and the call ends.
If the kitchen rejects it later
Your POS tells Zogu and the call record is updated. The caller's number is on the order, so you can let them know. See reviewing every call.
Questions and answers
Can a caller pay by card during the read-back?
No. Zogu never takes card details over the phone. Orders go in as pay on pickup or delivery.
Can we switch the read-back off for regulars?
No. Every order is read back once, and it's where a regular would correct last time's name.
What happens if the caller hangs up during the read-back?
Nothing is sent. The call is logged without an order.
What if Zogu has misheard an item?
The read-back is the moment to say so. The order only goes through on a yes to the read-back the caller has just heard.