# McDonald's | Appetite Line

- Sector: retail
- Voice agent: no
- Source: https://www.cbot.ai/case-study/client-story-mcdonalds-istah-hatti-appetite-line/

McDonald's Appetite Line is an AI-based virtual assistant built on CBOT Platform. Chatting on WhatsApp, customers can place an order from the menu, track its delivery status, find nearby restaurants and see current promotions. When needed, a human agent steps in through CBOT Live Chat to continue the same conversation.

## Challenge
McDonald's wanted to increase sales volume through its own channels and offer customers a more personal, more convenient ordering experience. As the first AI-based order assistant in the fast-service sector, it was hard to predict how customers would react.

## Solution
CBOT built the Appetite Line virtual assistant on CBOT Platform: an AI-based ordering system, integrated into McDonald's backend and paired with CBOT Live Chat so a human agent can take over any conversation when needed.

## Results
Customers who ordered through Appetite Line for one or two weeks kept using it, increasing interaction frequency and digital customer acquisition. The feared risk did not materialize, and McDonald's targeted a 4% incremental sales contribution through the channel by the end of 2022.