Case Study: McDonald’s achieves smarter ordering and sales growth with CBOT’s AI Virtual Assistant

McDonald’s - Customer Case Study

The customer, McDonald's Turkey, aimed to increase sales volume through its owned channels and provide a more personal, convenient ordering experience for its customers. To address this challenge, they partnered with the vendor CBOT to implement an AI-based virtual assistant and live chat system using the CBOT Platform.

CBOT built the "Appetite Line" solution, an AI-powered virtual assistant integrated with WhatsApp, which automates the entire conversational ordering and order tracking process. The system successfully integrated with McDonald's backend systems and included seamless handover to human agents when necessary. The project was a success, leading to increased customer interaction frequency and digital customer acquisition. McDonald's Turkey targeted a 4% incremental sales contribution through this new channel by the end of 2022.

McDonald’s

Berk Topçu

Head of Digital Sales & Business Development