United Arab EmiratesFood and restaurants2025 – ongoingAmericana Restaurants International
Generative AI call-centre order support
Americana said generative AI fully handled 67% of calls about existing orders
Problem
Order enquiries and changes required call-centre support, creating waiting time for customers.
Approach
Americana deployed generative AI bots for calls about order status and confirmation, including changes and cancellations. It reported that bots fully served 67% of calls in these categories.
Results
67%specified order-support calls fully served by GenAI bots, according to Americana
40%shorter call duration reported by Americana
Takeaway
The automation figure applied to specified order-support calls rather than every call received.
Categories
- Size
- Large enterprise
- Industry
- Food and restaurants
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Americana Restaurants InternationalMar 2026
Americana reported that GenAI bots fully served 67% of calls concerning order status, confirmation, modification and cancellation. It also reported 40% shorter call duration.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
