What is an Order Confirmation Board (OCB)?
An Order Confirmation Board (OCB) is a digital display at the drive-thru that shows guests their order items and running total as they place their order. Positioned near the speaker post, the OCB provides visual confirmation of what the system has captured, reducing errors and building guest confidence. When integrated with Voice AI, the OCB updates in real-time as items are added, creating a visual feedback loop alongside the audio conversation.
OCBs serve as the visual receipt of the ordering interaction.
Why OCBs Matter for QSR
Error Reduction
Visual confirmation catches mistakes early:
- Guest sees wrong item → corrects immediately
- Catches hearing errors before payment
- Reduces window corrections and remakes
Guest Confidence
Guests know their order is captured:
- Don’t need lengthy verbal confirmation
- Can verify modifications are included
- Feel more in control of interaction
Speed Improvement
Faster than verbal-only confirmation:
- “Please check your screen” faster than reading back everything
- Guests can scan quickly
- Reduces back-and-forth
Accessibility
Helps guests with hearing difficulties:
- Visual backup to audio
- Clear display of items
- Reduces reliance on audio clarity
OCB Components
Display Hardware
Screen specifications:
- High brightness for outdoor visibility (2,000+ nits)
- Weather-resistant enclosure
- Anti-glare coating
- Wide viewing angle
Positioning:
- Visible from driver seat
- Near speaker post
- Doesn’t block traffic flow
Content Display
What’s shown:
- Item names
- Modifications
- Prices
- Running total
- Promotional messages (when appropriate)
Display format:
- Clear, large text
- Organized layout
- Easy to scan quickly
- Updated in real-time
System Integration
Connections required:
- Voice AI system (real-time order data)
- POS system (pricing, menu data)
- Digital signage network
- Content management system
OCB with Voice AI
Real-Time Updates
As guest speaks and AI processes:
1. Guest: “I’ll have a number 3”
2. AI: Processes request
3. OCB: Shows “Combo #3 – $8.99”
4. Guest: “With no pickles”
5. AI: Processes modification
6. OCB: Updates to show “No pickles”
Updates happen in real-time, typically within 1-2 seconds.
Visual Confirmation Flow
Traditional (without OCB):
AI: “Okay, I have a number 3 combo with no pickles, a medium fry, a medium Coke, and an apple pie. Your total is $12.47. Is that correct?”
With OCB:
AI: “Please check your screen. Is that correct?”
Guest: (glances at display) “Yes, that’s right”
Shorter confirmation, same accuracy.
Error Recovery Support
When guest notices error on OCB:
- Guest: “That should be a large, not medium”
- AI: Processes correction
- OCB: Updates immediately
- Guest: Sees correction confirmed
Visual feedback closes the loop.
OCB Content Strategy
During Ordering
Primary content:
- Order items as added
- Modifications
- Running total
Secondary content:
- Minimal or none (avoid distraction)
Between Customers
Content options:
- Promotional messages
- Brand content
- Menu highlights
- Wait time information
Design Principles
Clarity:
- Large, readable fonts
- High contrast
- Simple layout
- Consistent formatting
Speed:
- Instant updates
- No animation delays
- Clean transitions
Accuracy:
- Matches what AI heard
- Correct prices
- Current promotions applied
OCB Integration Requirements
Voice AI Integration
| Data Flow | Direction | Purpose |
|---|---|---|
| Order items | AI → OCB | Display current order |
| Modifications | AI → OCB | Show customizations |
| Totals | AI → OCB | Display running total |
| Confirmation | OCB → AI | Trigger confirmation |
POS Integration
| Data Flow | Direction | Purpose |
|---|---|---|
| Prices | POS → OCB | Accurate pricing |
| Item names | POS → OCB | Consistent terminology |
| Promotions | POS → OCB | Applied discounts |
OCB Best Practices
Positioning
- Eye level for average vehicle
- Not obscured by speaker post
- Visible in direct sunlight
- Protected from weather extremes
Content Design
- Maximum 6-8 line items visible
- Clear total highlighted
- Modifications clearly indicated
- Simple, sans-serif fonts
Timing
- Update within 1-2 seconds of speech
- No lag that confuses guests
- Smooth transitions between states
Maintenance
- Regular brightness calibration
- Screen cleaning schedule
- Connection monitoring
- Content update process
Common Misconceptions About OCBs
Misconception: “OCBs eliminate the need for verbal confirmation.”
Reality: OCBs supplement but don’t replace verbal confirmation. Some guests don’t look at screens; others need both channels. A brief verbal confirmation with OCB reference is typically optimal.
Misconception: “Any display can serve as an OCB.”
Reality: OCBs need specific characteristics: outdoor brightness, weather resistance, real-time integration, appropriate positioning. Indoor displays or non-integrated screens don’t work.
Misconception: “OCBs are only useful for Voice AI.”
Reality: OCBs benefit traditional human order-taking too. The visual confirmation improves accuracy regardless of who (or what) is taking the order.