GuestMetric Voice by Tekmaze
GuestMetric Voice brings on-premises conversation intelligence to the front counter and drive-thru, helping operators understand hospitality, communication, suggestive selling, complaint resolution, operational friction and service execution without sending raw voice to the cloud.
Voice AI processed on-site. Raw conversations do not need to leave the restaurant.
What GuestMetric Voice measures
Every measure below is something a manager standing at the counter could hear for themselves. Voice makes it consistent across every interaction, every shift and every location.
Measures what was said and when. It does not judge whether someone is emotionally friendly.
Without a POS integration, acceptance is reported as verbal acceptance, not a confirmed purchase.
Revenue is never attributed to Voice until an approved POS integration can confirm the purchase.
Accents, dialects, speech disabilities, grammar style and personality are never scored.
Based on observable execution. The system makes no claim about what a crew member is feeling.
Shows whether complaints are handled well, not merely how many occurred.
Operational intelligence
Guests and crew talk about what is actually going wrong: the item that is out again, the order that had to be repeated, the card reader that keeps failing. Voice turns those everyday phrases into counts a manager can act on.
Drive-thru intelligence
Deployed with compatible drive-thru audio systems and GuestMetric Vision, Voice connects conversation quality with vehicle movement and service timing, from the moment a car enters the queue to the moment it leaves the window.
Time from Vision + Interaction from Voice + Operation from your systems, on one line.
Why the drive-thru is slow
Average times tell you the lane was slow. Voice shows what was happening in the conversation while it was slow: long holds at the speaker, repeated clarification, items that were not available, a window that did not acknowledge the guest. Managers see which patterns were observed alongside the delay and can go fix the one that matters.
Patterns are reported as associated with slower service. GuestMetric does not claim one event caused another unless there is enough evidence to say so.
GuestMetric Intelligence
GuestMetric Vision and GuestMetric Voice each explain part of what happened. GuestMetric Intelligence puts both on the same timeline, so a slow visit and a strained conversation are understood together.
During periods with six or more vehicles in queue, specific product recommendations occurred less frequently and guest wait complaints increased.
Observed across 14 days, Lane 1. Reported as an association, not a cause.Training and coaching
Instead of a generic training calendar, managers get specific opportunities drawn from this week's interactions, and a way to see whether the coaching worked.
Specific product recommendations decline significantly during the afternoon.
Suggested action Review afternoon selling expectations and product availability.
Guests asked 43 questions this week about promotion eligibility.
Suggested action Review promotion rules during the next crew meeting.
Measured over the two weeks after the crew meeting, same dayparts, same registers.
Recognition
Voice is not a system that only looks for mistakes. It identifies explicit positive feedback from guests, such as "thank you, you were very helpful", fast-service comments and successful complaint recoveries, so managers can recognize strong performers with the same evidence they use for coaching.
Safety and incident intelligence
Optionally, Voice can identify potential safety events in the conversation: direct threats, robbery-related phrases, verbal abuse, distress language, abnormal escalation, and panic-button events. Each one is surfaced as an incident requiring review, with the evidence attached.
GuestMetric does not guarantee the detection of any crime or event, and it does not contact law enforcement. Escalation follows your policies.
Privacy-first edge AI
GuestMetric Voice performs speech recognition and interaction analysis locally on the GuestMetric Voice Edge Appliance. Only structured analytics reach the platform.
Where permitted by applicable law and customer policy, authorized operators may configure encrypted local recordings for incident review, quality monitoring, authorized training or complaint investigation.
Recording capabilities must be configured in accordance with applicable laws, notices, consent requirements and organizational policies. Recording is not lawful everywhere, and GuestMetric does not enable it by default. See our audio analytics statement.
GuestMetric Voice Edge Appliance
The appliance connects to counter or drive-thru audio, runs speech recognition and interaction analysis locally, and sends structured analytics to the platform. It installs with a single Ethernet cable and is monitored remotely by your platform team.
Front counter and drive-thru
Multi-location analytics
Voice results roll up the same way everything else in GuestMetric does, so a district manager compares the locations they are assigned and nothing else.
Compare by location, daypart, register, drive-thru lane or shift. Where it is appropriately configured and permitted, authorized employee-level analysis is available. Employee voiceprints are not the default identification mechanism.
Built for what comes next
GuestMetric Voice does not need POS access for its core service analytics. When an approved POS integration is available for your system, the same interactions gain purchase confirmation.
Suggestive-selling execution and verbal acceptance, measured from the conversation alone.
Only then does GuestMetric report attachment rates and sales impact. No sales figures are shown without POS verification.
GuestMetric brings operational timing, guest behavior, frontline communication, service execution and coaching intelligence together, helping restaurant operators understand the complete guest experience from arrival to departure.
Front counter. Drive-thru. One operational view.
Tell us about your front counter and drive-thru and we will show you GuestMetric Voice on interactions like yours, walk through how on-premises processing works, and explain what a pilot would involve. No pressure, no slide deck.
Prefer email? info@guestmetric.com
