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Dunkin' Donuts implements Google Assistant for mobile orders

US sweet treats and coffee chain Dunkin’ Donuts has implemented Google Assistant into its mobile ordering service.

Members of the company’s DD Perks rewards scheme can use the voice-enabled technology to order ahead and benefit from speedier pick-up when they reach the store.

It differs from a typical phone-ahead order as it doesn’t require a member of staff to physically take the call, and the order is automatically integrated with the customer's loyalty scheme. After linking their DD Perks and Google accounts, users can place an order through the Google Assistant, starting the process by saying: “Hey Google, talk to Dunkin’ Donuts.”

Once the order is made, the distance and estimated time to reach the Dunkin’ Donuts restaurant will be identified by Google Maps, and the order will be sent to the restaurant to be ready at the appropriate time. Users can make an order from their saved favourite items and products previously ordered via the brand’s app.

More extensive instructions about using the new technology can be found on the Dunkin’ Donuts’ blog.

Sherrill Kaplan, vice president of digital innovation at Dunkin’ Brands, said: “We are focused on leveraging the most innovative, relevant technologies to make accessing our mobile ordering platform as easy as possible.

“Our new integration with the Google Assistant is yet another exciting example of our commitment to enhancing speed, convenience and our overall brand experience for our loyal guests.”

The new integration is powered by Conversable, which describes itself as an artificial intelligence-powered conversational intelligence platform.

Dunkin's move comes as voice-enabled technology continues to gather pace in the home and in retail.

Max Amordeluso, EU lead evangelist for Alexa at Amazon, told delegates at the Millennial 2020 event in London this week that expectations of its capability among consumers is growing.

Detailing Amazon Alexa’s growing popularity, he said the most popular voice requests in the home are to play a song (79%), control smart lights (52%), set a timer (79%), add item to a shopping list (42%) and read the news (59%).

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