The Truth Behind AI Drive-Thru Tech: Human Intervention Still Essential for Fast-Food Chains

The Reality Check

A recent SEC filing in November revealed that Presto Automations, a leading provider of AI drive-thru chatbots, relies on human workers for over 70% of its orders, despite previous claims of minimal human intervention. The company, which is adopted by popular fast-food chains like Del Taco, Hardee's, and Carl's Jr., initially boasted that 95% of orders were successfully handled by its chatbots alone. However, the truth is that human agents, or "humans-in-the-loop," play a crucial role in assisting the AI in order-taking.

The Collaborative Effort

Presto Automations had previously announced a partnership with OpenAI in March 2023, aiming to enhance its drive-thru voice assistant through the utilization of ChatGPT. This collaboration aimed to create more natural and human-like interactions with customers. However, the recent SEC filing contradicts the earlier claims, shedding light on the reliance on human intervention.

Automation vs. Profitability

The company acknowledges that over 70% of orders processed by its Presto Voice solution require human agent assistance. Nevertheless, Presto Automations believes that as AI accuracy improves and the deployment of Presto Voice expands across store locations, the percentage of orders not requiring human intervention will reach 30% or better. The company emphasizes that increased automation will lead to greater profitability.

Challenges of Off-Site Workers

Presto Automations relies on off-site workers, predominantly based in countries like the Philippines, to assist the chatbots. However, Bloomberg reports that the cost of employing these workers is increasing. This poses a challenge for the company's profitability and prompts the need for further automation.

Industry Trends

Fast-food chains across the United States, including McDonald's, Taco Bell, Popeyes, and Wingstop, are increasingly turning to AI to streamline their order-taking processes and reduce human labor. AI-powered voice bots are being implemented at the drive-thru and for phone orders. Wendy's, for example, is automating its drive-thru service and training its chatbot to understand customer lingo and recommend personalized offers.

While Wendy's CEO, Todd Penegor, assures that the chatbot will not replace human workers, Chief Information Officer Kevin Vasconi believes that the chatbot performs at the same level as their best customer service representative and, on average, even better.

In conclusion, the reality of AI drive-thru technology in the fast-food industry reveals that human intervention remains essential, despite initial claims of minimal human involvement. As the industry continues to embrace automation, finding the balance between AI and human assistance is crucial for profitability and customer satisfaction.

Read the original article on Business Insider.

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By: sbhaimiya@insider.com (Sawdah Bhaimiya)
Title: The Truth Behind AI Drive-Thru Tech: Human Intervention Still Essential for Fast-Food Chains
Sourced From: www.businessinsider.com/ai-drive-thru-tech-relies-on-workers-70-of-time-2023-12
Published Date: Mon, 11 Dec 2023 11:56:50 +0000