Do you want AI with that? Chatbots could take your next order at the drive-thru

Source Domain: www.cbc.ca

A busy drive-thru in suburban Detroit looks like any other — until you inch close enough to hear the voice taking the order. It’s not human. It’s artificial intelligence.

Across the United States, fast-food chains are turning to AI to run their drive-thru counters — and Canada could be next. Companies say the technology is now more accurate than human employees, while some labour organizers worry it could displace fast-food workers.

AI drive-thrus first appeared as early as 2021, though many of the pilot projects were anything but smooth. Some customers tried to trip up the AI on purpose, asking for 100 cups of water or an item that wasn’t on the menu. Others became frustrated when the chatbot made a mistake or repeatedly tried to upsell them. Many of the mix-ups went viral, prompting companies to return to humans taking the orders.

In recent months, voice AI technology has improved rapidly, and many fast-food companies are rolling out chatbots at U.S. locations. McDonald’s is testing a Google-powered AI drive-thru system, while Taco Bell has partnered with Nvidia for its chatbots.

Two U.S. companies that develop custom voice AI agents, Presto and SoundHound, say chatbots could arrive at Canadian drive-thrus within months — though several fast-food companies would not confirm any plans to CBC News.

Digital coworker

U.S. burger chain White Castle worked with SoundHound on an AI chatbot called Julia. The AI listens to the customer and answers questions. Inside the restaurant, the order appears for staff to prepare. If there’s a problem, an employee takes over and completes the order.

White Castle store manager Denise Harley says the company’s AI chatbot helps get orders in and out faster. (Nisha Patel/CBC News)

“At first we had a few hiccups, but we straightened them all out and it’s been doing good,” said White Castle store manager Denise Harley. “It just helps us get the orders in and out faster.”

Some newer staff members don’t remember a time when AI wasn’t…

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