From the rise of digital ordering apps to the proliferation of self-service kiosks, there's no doubt that the foodservice industry has been an early adopter of technology-driven innovation. As automation increases, ordering systems powered by artificial intelligence seem to be the next big thing, for better or worse.
In fact, AI technology is already being implemented at fast food chains like Jersey Mike's and McDonald's. And while Gen Z and Millennial customers are primarily positive about automated ordering systems, they quickly took to social media to complain about the apparent failures when it comes to AI. As Tasting Table reported last year, posts detailing frustrating interactions with bots have virtually become their own genre on TikTok, while AI mistakes result in more expensive orders. User @resinsbiren's now-viral video from 2023 describes his AI run-in with McDonald's that resulted in his nine sweet teas being added to his order at checkout. Meanwhile, another user @themadivlog recorded himself arguing with the system as he struggled to place a simple order. ice cream and water.
One example is restaurant technology company Presto Automation, which is accepting mistakes made by its AI drive-thru system in order to make the system smarter and more efficient in the long run. The company's plan to completely eliminate the role of humans in managing the AI-powered machines seen at Checkers and Carl's Jr. involves making the system more independent. However, less human intervention could mean more errors, at least initially.
Read more: Restaurant food is always better than making it at home
Presto Automation says AI has to get worse before it gets better
Checkers Restaurant Drive-Thru Ordering Area – Deutschlandreform/Shutterstock
Late last year, Presto caused quite a bit of controversy when it was revealed that many of its AI systems actually relied on human oversight. Bloomberg reported that according to filings with the U.S. Securities and Exchange Commission, about 70% of orders placed through Presto's drive-thru assistant were primarily from telecommuters in the Philippines. The data were received and required human contact to ensure accuracy. time.
But now, the company's interim CEO Gee Lefebvre says, human intervention is preventing AI from reaching its full potential. “Not only are we artificially constraining the efficiency of AI, but we are also limiting its ability to learn because we are reducing edge cases,” Lefebvre recently told Restaurant Business Online. Ta. The publication states that through the deployment of his Pure AI model, Presto will give the system more “freedom” to enable more learning and alleviate some of the company's reported financial issues. I am told that it is planned.
Nevertheless, Lefebvre has no illusions about what it will mean for nascent drive-thru technology, saying that AI will “perform poorly at first, but quickly as it becomes more independent.” It will improve.” In that case, restaurants participating in the rollout should prepare to deal with an increase in customer complaints and expect all order troubleshooting to fall to human employees until Presto's Pure AI resolves the issue. It seems necessary.
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