🤖 AI Drive-Thrus?

NP #005

Neon Pulse Team
June 17, 2023

Good morning and welcome to the latest edition of neonpulse!

Today, we’re talking all about drive-thrus. Because AI might be about ready to replace them, fully. McDonalds is already testing…

AI Drive-Thrus?

AI has endless potential use cases. Truly. A very prominent application of AI is in the field of customer service. Chatbots are already at a level where they’re able to replace full customer service departments.

When we think of customer service, we usually think of a webshop’s live chat, email, or phone number. But customer service goes far beyond that - drive-thrus for example, require a lot of customer service. That brings us to the question:

Can drive-thru workers be replaced by AI?

It seems very possible. Various big drive-thru brands are already heavily testing implementing AI in its drive-thrus.

Wendy's, for example, is teaming up with Google to introduce an AI chatbot at its drive-thru locations, with the goal of reducing long wait times. The chatbot, called "Wendy's FreshAI", will take verbal orders from customers and communicate them to line cooks.

While Google acknowledges the challenges associated with drive-thru AI, such as handling background noises and accommodating customers who change their orders, Wendy's plans to have an employee monitor the AI-driven system during testing to ensure a smooth experience.

Customers will still have the option to speak with a human if needed, and Wendy's emphasizes that the technology is meant to enhance, rather than replace, existing workers.

Another example is good old McDonalds. The biggest fast food brand in the world is also testing an AI-driven drive-thru ordering system. So far, people aren’t lovin’ it …

Users have shared videos of orders gone wrong, such as receiving nine sweet teas instead of a Diet Coke or adding 20 10-piece McNugget meals by mistake. Some commenters defended the AI system, pointing out that certain orders were illogical, like requesting a Mountain Dew at a restaurant that serves only Coca-Cola products.

It seems highly likely AI will transform customer service points like drive-thrus in the near future. However, we are not there yet - Wendy's perspective of "enhancing, rather than replacing" seems fitting.

The technology has not reached a level where humans can simply step away from customer service entirely. At the very least, human monitoring and oversight will be necessary. Nonetheless, AI will undoubtedly only get better at a rapidly increasing pace.