Consumer integrates generative AI to process WhatsApp audio orders

Consumer, a technology company specializing in restaurant management, has integrated generative artificial intelligence into its food service platform. The new feature, which utilizes an official ChatGPT integration, is designed to automate delivery order processing via WhatsApp.

The AI tool functions as an operational assistant capable of understanding regional Brazilian accents, expressions, and slang. It processes incoming audio messages by transcribing them internally and generating natural language responses. Once an order is understood based on the establishment's registered menu, the system sends the information directly to the kitchen production workflow.

According to marketing analyst Letícia Gama, the development was driven by the high usage of WhatsApp in Brazil and the preference among certain demographics, particularly older users, for sending audio messages rather than text. The integration allows for rapid responses within seconds while still permitting human intervention when necessary.