International QSR Food Chain
Managing thousands of daily McDelivery calls with rising volumes during peak hours.
Audiosense, Syvox, CRM Integration
24 Weeks (phased rollout)
Handling thousands of daily delivery inquiries across the United States requires immense operational scale. McDonald's USA found their contact centers overwhelmed during peak meal hours and promotional surges. Callers faced unacceptably long wait times simply to check order status or resolve minor discrepancies.
Furthermore, the linguistic diversity of the US market meant that agents were often forced to navigate complex language barriers, leading to increased Average Handle Time (AHT) and inconsistent customer experiences. The human workforce was burning out on repetitive queries, leaving them unavailable for complex customer service issues that required true empathy and judgment.
Total Sync deployed a sophisticated AI voice agent infrastructure powered by Audiosense and Syvox. This wasn't a standard IVR tree; it was a natural language conversational agent integrated directly into McDonald's Order Management System. The AI agent could instantly verify caller identity, locate real-time order GPS data, and provide immediate status updates without human intervention.
A critical feature of the deployment was the integration of a Bilingual NLP module, capable of understanding and responding to code-switching (e.g., fluidly shifting between Spanish and English within the same sentence). For scenarios where the AI detected frustration or a complex complaint, an Intelligent Call Escalation protocol seamlessly handed the call over to a human agent, along with a complete transcript of the interaction.
Reduction in Average Handle Time (AHT) across all McDelivery inquiries.
Routine order status calls successfully deflected from human agents annually.
Accuracy in bilingual intent recognition, ensuring a smooth experience for diverse callers.
Average wait time achieved during peak promotional hours.
"When our customers call about their food, they want answers immediately, not hold music. Total Sync's AI allowed us to provide instant, accurate updates to thousands of callers simultaneously, completely eliminating the bottleneck during our busiest hours."
Processed thousands of hours of historical call logs to train the Audiosense models on specific acoustic environments (e.g., background traffic) and McDonald's specific terminology.
Built secure, low-latency API bridges between the AI Voice Agent and McDonald's national Order Management System to ensure real-time data retrieval.
Deployed the solution to three high-volume metropolitan markets. Used this phase to rigorously test the bilingual code-switching capabilities and refine the sentiment escalation triggers.
Phased activation across the remaining US contact centers, supported by continuous monitoring dashboards for the operations team.
Discover how AI Voice Agents can eliminate wait times and handle massive call volumes instantly.