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Rising Trend in AI Drive-Thru Ordering Requires Time to Correct Imperfections


As restaurants face rising labor costs and the impact of the pandemic, many are turning to artificial intelligence to help drive down expenses and improve efficiency. While the adoption of AI drive-thru technology is still in its early stages, with only 16% of operators planning to invest in AI this year, larger chains are leading the way due to their resources and scale.

Although some early trials of AI ordering technology have faced challenges, such as accuracy issues with interpreting accents and dialects, companies like SoundHound are touting the benefits of increased order accuracy and speed, as well as the potential for upselling customers and catering to non-English speakers.

Despite the potential advantages, there are concerns around the use of AI in restaurants. Some worry that inaccurate orders, technical limitations, and a lack of human interaction could harm a restaurant’s reputation, particularly among older customers. Additionally, restaurants with complex menus or poor Wi-Fi connections may struggle to effectively implement AI technology.

While McDonald’s recently ended its partnership with IBM for AI drive-thru ordering due to challenges, other chains like Yum Brands, White Castle, and Wendy’s are continuing to test and expand their use of voice-ordering technology. Industry experts predict that the tipping point for widespread adoption of AI drive-thru technology is likely within the next 12 to 18 months as more chains see the potential benefits of using AI to streamline operations and reduce labor costs. Despite some setbacks, the future of AI in restaurant drive-thrus appears to be promising, with potential for improved efficiency and customer experience.

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www.nbcnews.com

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