Arvato Conversational AI and AWS Services for McDonald's

Customers increasingly prefer conversation options that solve their customers' problems immediately. Complaints are high priority: Questions answered with an online information service and self-service can distract from the timely resolution of high-priority issues and should be avoided. Apps are becoming increasingly important for customers to resolve concerns directly in an engaging self-service format.

At McDonald's, a chatbot is used as the sole contact channel (doorman). It opens up a new way to offer information and self-service content. This is intended to create a dialog experience that replaces or extends the traditional email form. To support the launch of a globally launched app, questions will be answered in FAQ style or dialogue. The chatbot will be infused with personality and Eastereggs to appeal to the target audience. To be able to help directly in urgent cases, a callback function will be integrated to get in touch with a service representative immediately.

The chatbot for McDonald's was built using Arvato Conversational AI and AWS Services and linked to the customer care backend system. A callback support was integrated using AWS Connect to resolve customer concerns that the chatbot cannot help with. The chatbot solution completely replaces the existing email-based contact form with an interactive chat that can answer many of the customer's questions directly.