
More AI is Coming to Fast-Food Restaurant Drive-Through Lanes (cnn.com) 103
An anonymous reader shared this report from CNN:
Over the past few years, restaurants from White Castle to Wendy's have been investing in artificial intelligence tech for drive-thrus... [E]fforts have ramped up recently, with two announcements in May. CKE Restaurants (owner of Hardee's and Carl's Jr.) said it will roll out AI ordering capability more broadly after a successful pilot. Soon after, Wendy's said it had expanded its partnership with Google Cloud to include an AI ordering tool at the drive-thru. The chain is piloting the program in Columbus, Ohio this month.
Fast food restaurants "say it's a way to ease the burden placed on overworked employees, and a solution to bogged down drive-thrus overwhelmed by a surge of customers," according to the article. "But customers — and workers — may not be thrilled with the technology... " Frustrated customers have already documented cases of AI getting their orders wrong, and experts warn the noisy drive-thru is a challenging environment for the technology. And AI may swipe hours or even entire jobs away from fast-food workers... Out of ten orders placed by customers at an Indiana White Castle that uses AI in its drive-thru, three people asked to speak with a human employee, because of either an error or a desire to simply talk to a person, the Wall Street Journal recently reported.
That said, AI inherently improves as it collects more data. The experience may improve after tools take more orders and learn to better recognize voices.
For companies, a hiccup-y start seems to be well worth the potential boost to sales. One of the main benefits of using AI in the drive-thru is that it upsells relentlessly — leading customers to spend more, according to Presto Automation, an AI company that works with restaurants and has partnered with CKE... Some analysts are similarly bullish. "We believe that AI voice recognition and digital only lanes could speed up the average drive through service time by at least 20-30%," analysts wrote in a Bernstein Research note published in March. "We expect AI to augment the competitive advantages of restaurants with digital culture."
Short-staffed restaurants may see AI as a way to fill in the gaps... Some restaurants are still struggling to find staff. Meanwhile, dining trends have changed. The pandemic sent customers to drive-thrus in droves and some have kept the habit, contributing to slower drive-thru times.
Fast food restaurants "say it's a way to ease the burden placed on overworked employees, and a solution to bogged down drive-thrus overwhelmed by a surge of customers," according to the article. "But customers — and workers — may not be thrilled with the technology... " Frustrated customers have already documented cases of AI getting their orders wrong, and experts warn the noisy drive-thru is a challenging environment for the technology. And AI may swipe hours or even entire jobs away from fast-food workers... Out of ten orders placed by customers at an Indiana White Castle that uses AI in its drive-thru, three people asked to speak with a human employee, because of either an error or a desire to simply talk to a person, the Wall Street Journal recently reported.
That said, AI inherently improves as it collects more data. The experience may improve after tools take more orders and learn to better recognize voices.
For companies, a hiccup-y start seems to be well worth the potential boost to sales. One of the main benefits of using AI in the drive-thru is that it upsells relentlessly — leading customers to spend more, according to Presto Automation, an AI company that works with restaurants and has partnered with CKE... Some analysts are similarly bullish. "We believe that AI voice recognition and digital only lanes could speed up the average drive through service time by at least 20-30%," analysts wrote in a Bernstein Research note published in March. "We expect AI to augment the competitive advantages of restaurants with digital culture."
Short-staffed restaurants may see AI as a way to fill in the gaps... Some restaurants are still struggling to find staff. Meanwhile, dining trends have changed. The pandemic sent customers to drive-thrus in droves and some have kept the habit, contributing to slower drive-thru times.