In short
- An AI takes orders on WhatsApp by text, voice note and phone call, in Urdu and English.
- It picks the right branch, adds the right items, confirms the total, and sends the order to the kitchen and the till.
- Managers see every branch on one live screen and step in with one tap.
- In one week (23 to 29 October 2026) the AI took 61 orders start to finish, worth Rs 54,801.
The problem
- Peak hours meant 20 chats waiting and one person replying.
- Customers write the way they talk: "2 full chicken pulao aur 1 raita, Daska wali branch". Menus have halves, fulls, deals and extras.
- Many customers send voice notes, not text.
- Orders were copied by hand from WhatsApp into the till. Mistakes reached the kitchen.
- After closing, messages waited until morning. Some customers ordered elsewhere.
What we built
- A WhatsApp ordering bot on the official WhatsApp Business API. It reads Roman Urdu, Urdu and English, and listens to voice notes.
- A menu it can't get wrong. Prices come from the restaurant's own menu, not from the AI. The AI understands the order; fixed rules do the maths.
- Branch routing. The customer's area or pin picks the branch. The order goes to that branch only.
- Kitchen and till. A confirmed order goes into the till system and to the branch on WhatsApp, with no retyping.
- An AI voice agent that answers calls, takes the order in Urdu or English, and saves every call with a summary.
- A manager dashboard. Live orders per branch, every chat, rider assignment, and a switch to pause the bot for any customer.
What changed
| Before | Now |
|---|---|
| Staff typed every order by hand | 61 orders in one week went from chat to kitchen with no staff touch |
| Voice notes had to be played and written down | Voice notes are understood and turned into an order |
| Calls missed at rush hour | Calls answered by AI and saved with a summary |
| Owner asked each branch what happened | Every branch, order and chat on one screen |
What still needs a person
We are honest about this, because it is what makes the system trustworthy:
- Complicated orders, complaints and special requests go to staff, with the full chat in front of them.
- Staff can take over any chat with one tap and hand it back to the AI later.
- When a customer changes a big order many times, a person often finishes it faster. The bot steps aside.
How we keep it working
Every week we read real chats where staff had to step in, find what confused the bot, fix it, and test the fix on WhatsApp before it goes live. Each fix becomes a test we run again, so old problems stay fixed. That is what the monthly care fee pays for.