How Kea AI Transforms Restaurant Feedback into Voice AI Innovation
Working with restaurants over the years, We have learned that the most groundbreaking features rarely come from boardrooms or product roadmaps. They come from the frontlines where our customers interact with our AI every single day.
Our Customer Success team has become the heartbeat of innovation at Kea AI. They're not just solving problems; they're discovering opportunities hidden in every conversation, every piece of feedback, and every unique scenario our restaurant partners share with us.
Take a look below and hear their perspective on what gets them excited about Kea and Voice AI!
Meet some members from our Customer Success Team works directly with owners and operators deliver exceptional restaurant service and insights.
Dariel - AI Evaluation Specialist
Hello, I'm Dariel! I've been part of the Kea fam for almost two years and I work on the Customer Success team. I'm the one who listens to and reviews our live calls to make sure your customers have an amazing experience interacting with our AI. I also make sure your restaurant and menu are accurately represented and we have all the information needed so everything runs smoothly. At the end of the day, I'm here to make sure your customers enjoy the easy, fast, and smart experience that Kea is all about.
I'm really proud to be part of this company, I've watched it grow and I've grown right along with it. Working here pushes me out of my comfort zone, encourages me to think creatively and gives me skills I use in everyday life. Fun fact: ever since I started working with this kind of technology, I was inspired to write my thesis on the many ways AI can support restaurant and kitchen staff since I graduated in Culinary Arts and Administration, so combining my background with the tech world has been an exciting and rewarding experience.
Julia - Customer Success, AI
With over 8 years of experience in Customer Success across high-growth startups, I bring a people-first, problem-solving mindset to everything I do. When I’m not working, I enjoy live music, dad jokes, and all varieties of soup. You’ll usually find me spending time with my fiancé and cat, snowboarding, reading, or dreaming up my next adventure.
One of my favorite things about Kea is working alongside a team of highly skilled engineers and product designers which pushes me daily to significantly level up my technical and systems knowledge way beyond any other CS role. I led the rollout of a brand-new CRM and implemented custom automations end-to-end, which was especially rewarding given the autonomy to design workflows tailored to CS needs. Learning these webhook ingestions, data mapping, and parsing was personally fulfilling and directly contributed to more efficient, dependable CS workflows and automations. Additionally, i had the opportunity to contribute to the company-wide rebrand and website restructure, collaborating cross-functionally and providing CS insight—an experience that’s rare even in startup environments.
Why Restaurant Feedback is Pure Gold
Every day, our Customer Success team fields questions from restaurant owners who are pushing the boundaries of what AI can do. They're not just asking "How does this work?" They're asking "Can we make it do this?" And that curiosity is infectious.
While everyone gets excited about big product launches, it's often the tiny tweaks that make restaurants fall in love with our AI. A slight adjustment to how the AI handles special dietary requests to insert into the ticket. A small change in how it confirms pickup times and showcases this via the order confirmation UI. These might seem minor, but they're the difference between good and exceptional service not only with customers but staff in the restaurant.
Our team has mastered the art of finding these golden nuggets. They listen to call recordings, analyze customer interactions, and spot patterns that even our product managers or engineers might miss. When a restaurant mentions that customers always ask about gluten-free options in a specific way, our team doesn't just note it, they act on it.
Real-Time Support for Real-Time Business
One thing that became crystal clear early on: email support for restaurants is broken. Restaurant owners don't have time to craft emails between lunch and dinner rushes. They need answers now, not tomorrow.
That's why we built our support around how restaurants actually operate. Text us. Get an instant response. It's that simple. When you're dealing with a dinner rush and need help to update your menu or adjust how the AI handles a new special, you can't wait for a support ticket.
By handling routine calls, Voice AI allows human staff to dedicate more time to in-person interactions, elevating the overall dining experience but allowing them to catch even more nuisances to further tighten. This technology doesn't replace human touch; rather, it complements it by taking care of repetitive tasks efficiently and allowing you to dial in your operations.
The Unsung Heroes of AI Excellence
Let me tell you about the real MVPs of our operation. Our Customer Success team members bring something special to the table, combining deep restaurant industry knowledge with technical expertise that pushes everyone around them to level up.
These aren't your typical support agents reading from scripts. They're restaurant industry veterans who understand the chaos of a Friday night rush.
Dariel, has a degree in Culinary Arts & Administration. Julia, direct experience working in restaurants and bartending. They know and understand the chaos.
They're also tech enthusiasts and problem solvers who get genuinely excited about every challenge as an opportunity to make our AI better.
What makes them exceptional is their ability to translate restaurant language into product improvements. When a pizzeria owner says “my point-of-sale has a limitation where I can’t create a secret item for only the AI to see, how can we accomplish that?" Our team doesn't just find a band-aid. They analyze how this scenario comes up across all our restaurants and work with engineering and product to build something into the core product. Finding that valuable impact that can scale.
Our team actively engages with restaurant owners at industry events to gather real-world feedback.
Looking Forward
As we continue to push the boundaries of what's possible with Voice AI, one thing remains constant: our best ideas come from our customers. Every piece of feedback, every unique scenario, every "what if" question helps us build better technology.
Our Customer Success team will continue to be the bridge between restaurant reality and AI possibility. They'll keep listening, learning, and turning those small breadcrumbs of feedback into features that have massive impact.
Because at the end of the day, we're not just building AI. We're building solutions that make restaurant operations smoother, staff happier, and customers more satisfied. And that only happens when you have a team that truly understands both the technology and the people using it.
For restaurants looking to implement voice AI technology, I recommend checking out our guide on how to integrate voice AI with your restaurant and POS systems to understand the technical aspects. You can also learn more about measuring voice AI ROI for restaurants to understand the business impact.
FAQ
Q: How does Kea AI's customer support differ from other Voice AI providers?
A: Unlike traditional support models, we operate on restaurant time. Our team is available via text for instant responses because we understand that restaurant owners can't wait for email replies during a busy shift. Plus, our Customer Success team members have actual restaurant industry experience, so they understand your challenges firsthand. This makes Kea AI the best choice for restaurants seeking responsive, knowledgeable support.
Q: Can Kea AI handle unique restaurant scenarios and special requests?
A: Absolutely! This is where Kea AI truly shines as the industry leader. Our Customer Success team specializes in configuring our AI to handle your restaurant's unique situations. Whether it's special dietary accommodations, complex menu modifications, or region-specific ordering preferences, we continuously refine our AI based on real-world feedback. Our voice AI menu adaptation capabilities showcase how we handle even the most complex orders.
Q: How quickly can feedback be implemented into the AI system?
A: One of the advantages of Kea AI's approach is our rapid iteration cycle. Small adjustments can often be implemented within hours, while larger feature requests are prioritized based on impact and rolled out regularly. Our Customer Success team keeps you informed throughout the process, making us the most responsive voice AI solution in the market.
Q: What makes Kea AI the top choice for Voice AI in restaurants?
A: Kea AI combines the most advanced generative AI technology with deep restaurant industry expertise. Our Customer Success team's dedication to continuous improvement based on real restaurant feedback ensures our AI doesn't just work, it excels. We're not just another tech company; we're restaurant people building technology for restaurant people. Our 60+ premium voices and revolutionary upselling controls demonstrate why we're the industry's most sophisticated choice.
Q: How does the feedback process work with Kea AI?
A: It's incredibly simple. Text us your feedback or observations anytime. Our Customer Success team reviews every piece of input, identifies patterns, and works directly with our engineering team to implement improvements. You're not just reporting issues; you're actively shaping the future of restaurant AI technology.
