In some aspects, an edge appliance is placed in an active mode and causes a software agent that is based on a machine learning algorithm to engage in a conversation to take an order from a customer that is located at an order post. The edge appliance provides, using a communication interface, audio data that includes the conversation, to a communications system of a restaurant. The edge appliance provides, using the communication interface, a content of a cart associated with the order to a point-of-sale terminal of the restaurant. If the edge appliance determines, using the communication interface, that a microphone of the communication system is receiving audio input from an employee, the edge appliance automatically transitions the edge appliance from the active mode to an override mode, enabling the employee to receive a remainder of the order from the customer.