Customising toppings by phone
Calls start with a short welcome identifying the automated ordering assistant, followed by a question about what you would like to order. The experimental line does not read out test setup instructions.
If your incoming number matches an existing customer account, the experimental line welcomes you back and links the basket to that account without asking you to identify yourself again. Withheld or unrecognised numbers can still order as guests. The welcome does not read out saved personal details.
Staging trial: On the experimental phone line, the assistant reads the final order and total in the same voice before listening for your answer. Wait until the full summary finishes, then say yes or explain what needs changing. An unclear answer does not place the order. If the line says it is a preview, the order remains a cart even after approval.
The experimental phone line supports collection items, toppings and deals. Each test can last up to eight minutes. When you finish choosing, the line reads the exact order and total, then listens for approval. When checkout is enabled, a successful order receives a confirmed reference; a preview explicitly says that no order was placed.
Approval applies only to the choices and total just read to you. An earlier yes does not approve later changes to the basket.
Callers can ask the Voice Agent to remove a topping that is included with an item, or to add extra quantities of an available topping.
For example, a caller can say:
- “A Margherita with no cheese.”
- “A pepperoni pizza with extra pepperoni.”
- “Hold the olives.”
The Voice Agent checks the menu before accepting the change. It can remove only toppings that the selected item includes by default. If a caller asks to remove something that is not included, the agent explains that it is not on the item.
Removing an included topping does not change the price. Added toppings are charged according to the menu price and permitted quantity.
The agent reads additions and removals back after adding the item and during the final order summary, giving the caller a chance to correct the order before it is placed.
After the exact order and total have been read back, callers can confirm naturally with phrases such as “It is”, “Now it's correct” or “Yes, it's correct”. If they also request a change, the agent must update the order and read the new summary before asking for confirmation again.
Note: The available toppings and maximum quantities come from the store's current menu configuration.
If an item's included recipe contains more toppings than its selection limit, callers can still order the unchanged recipe. Voice Agent does not force them to remove an included topping. New additions and substitutions must fit the configured limit.
Cheese and vegan cheese are separate menu choices. If a requested choice cannot be added, the agent must clarify it with the caller rather than substitute another variant or leave the requested topping out.
Base choices come from the selected pizza size's menu settings. The agent verifies these before offering them; if the choices cannot be loaded, it must retry or offer staff help rather than invent a base. Returning callers whose number matches an account receive a short welcome using that account's first name.
The staging Live phone agent supports the existing collection and delivery flows, returning-customer recognition, new customer details, delivery addresses, deals and scheduled times. Availability and payment methods still come from the store; only pay-at-door cash is currently supported. Staff transfers connect only after the store team accepts. A declined or unanswered transfer returns to the ordering conversation.
The opening asks whether the order is for delivery or collection when both are available. If only one service is available, it offers that service. During ordering, callers can interrupt to correct a choice; the agent clears queued speech and uses the latest request. Final submission still requires approval after the complete order read-back.