70% of the time, workers have to intervene due to numerous errors made by AI-powered fast food drive-thrus
OAN’s Brooke Mallory
4:25 PM – Thursday, December 7, 2023
An artificial intelligence company that serves the likes of fast food brands like Carl’s Jr., Hardee’s, Del Taco, and Checkers has now acknowledged that most orders require human participation.
For drive-thru orders, Presto Automation offers a conversational chatbot that always remembers to upsell. It aims to assist in addressing the industry’s labor shortage and turn-around rate.
However, as per business filings, the corporation has said that “off-site agents’” assist with more than 70% of purchases to ensure that the AI system does not malfunction or input the wrong items.
It appears that human intervention is required to fix the consistent mistakes, such as when an AI robot misunderstands and gives a vegetarian a beef quesadilla rather than a meatless one.
The employees—many of whom are stationed abroad in nations like the Philippines—will assist in training the system so that eventually it will require less human interaction, a representative told Bloomberg News.
As per the outlet, the corporation has made changes to its website to indicate that purchases placed using its “Presto Voice” software are verified by fast food employees.
“Thanks to our superior AI engine, Presto Voice consistently takes over 95 percent of the orders without any human intervention,” the website claimed in August.
However, in November, the website’s edited statement read: “Thanks to our superior AI engine augmented by advanced human supervision, Presto Voice consistently takes up to 95 percent of drive-thru orders without any restaurant staff intervention.”
The adjustments were made in response to the company’s notification earlier in the year that the U.S. Securities and Exchange Commission (SEC) was looking into disclosures it had made “regarding certain aspects of its AI technology.”
The developers of ChatGPT, OpenAI, and Presto announced a partnership in March to enhance the functionality of Presto Voice.
According to its website, Presto, which also collaborates with large chains including Applebee’s, Red Lobster, and Chili’s, intends to grow to 1,200 sites by 2024.
CEO Xavier Casanova stated during a recent earnings conference that the AI solution is currently being used in more than 400 places around the United States.
According to Stock Analysis, Presto’s market worth has dropped to about $59 million as a result of the company’s shares falling more than 60% this year.
In general, fast food businesses are introducing automation into their operations more and more. Chains are using robots to welcome customers, prepare espressos, and flip hamburgers at a fraction of the expense of hiring human labor.
For instance, Chipotle has a single-armed robot at one store that makes tortilla chips, while Starbucks has at least 1,200 locations with $18,000 AI-powered espresso equipment.
CEO Xavier Casanova stated during a recent earnings conference that the AI solution is currently being used in more than 400 locations around the United States.
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What limitations of AI in the fast food ordering process have recent reports highlighted?
As the fast food industry continues to seek innovative solutions to address labor shortages and improve efficiency, artificial intelligence (AI) has emerged as a viable option. However, recent reports have highlighted the limitations of AI in the fast food ordering process, leading to the acknowledgment that human intervention is still necessary for accurate order fulfillment.
One artificial intelligence company, Presto Automation, has been providing conversational chatbots to popular fast food brands such as Carl’s Jr., Hardee’s, Del Taco, and Checkers. These chatbots are designed to assist in upselling and streamlining the ordering process, ultimately aiming to address the industry’s labor shortage. However, Presto Automation has now acknowledged that human participation is required in the vast majority of orders.
According to business filings, over 70% of purchases made through drive-thru orders are assisted by off-site agents to ensure that the AI system does not malfunction or input incorrect items. Human intervention becomes necessary to rectify consistent mistakes, such as when an AI robot misunderstands a customer’s request and delivers the wrong item. These off-site agents, many of whom are stationed abroad in countries like the Philippines, also play a crucial role in training the AI system to reduce the need for human interaction in the future.
To address concerns of transparency, Presto Automation has made changes to its website, clearly indicating that purchases made using its “Presto Voice” software are verified by fast food employees. This change came in response to an investigation by the U.S. Securities and Exchange Commission (SEC), which was examining the company’s disclosures regarding certain aspects of its AI technology.
Presto Automation’s partnership with OpenAI and the developers of ChatGPT aims to enhance the functionality of its AI system, Presto Voice. With collaborations with major chains like Applebee’s, Red Lobster, and Chili’s, Presto intends to expand its presence to 1,200 sites by 2024. However, Presto’s market worth has experienced a decline, with the company’s shares falling more than 60% this year.
The integration of automation and AI in the fast food industry is not limited to order taking. Many chains are exploring the use of robots for various tasks such as welcoming customers, preparing beverages, and cooking food at a fraction of the cost of hiring human labor. Chipotle and Starbucks are two examples of chains that have embraced automation in their operations, utilizing robots and AI-powered equipment for specific tasks.
While AI technology continues to revolutionize the fast food industry, the need for human involvement in the ordering process highlights the limitations of current AI systems. As companies work towards improving their AI solutions, balancing efficiency, accuracy, and customer satisfaction remains critical.
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