Chip shop cuts costs with AI order-taking system

Brad-Lee Navruz from The Nippy Chippy in Stonehouse, Gloucestershire, has implemented an AI answering service to take customer orders, demonstrating how small businesses are embracing artificial intelligence to manage rising operational costs. The innovative approach has been operational for six months, making Navruz potentially the first chip shop owner to deploy such technology in the industry.

Context and Background

The implementation came as a direct response to mounting financial pressures facing the fish and chip industry, including rising fish prices, increased wage costs, and National Insurance contribution increases. Rather than hiring additional staff specifically for phone orders, Navruz programmed the AI system to handle customer calls, representing a significant cost-saving measure for the independent business.

The technology addresses a common customer frustration in the takeaway sector: unanswered calls and extended hold times when placing phone orders. Navruz noted that whilst the system has received mixed reviews, many customers appreciate the quick response times and efficient ordering process that the AI provides.

Looking Forward

The six-month trial period has demonstrated that small businesses can successfully integrate AI solutions to maintain service quality whilst managing operational constraints. Navruz expressed confidence that the fish and chip industry will adapt to current economic challenges, drawing parallels to how the sector survived previous crises including two world wars and the COVID-19 pandemic.

This implementation highlights how AI adoption is extending beyond large corporations into traditional small businesses, particularly those facing economic pressures. The success of such pilot programmes could influence other independent food service businesses to explore similar technological solutions for cost management and customer service optimisation.

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