The Future of Drive-Thru Ordering at Fast Food Restaurants Does Not Lie in AI

Many fast food restaurants have been trying to use artificial intelligence in recent months, trying to figure out how to leverage this evolving technology to drive sales and improve efficiency. Many chain restaurants have tested AI-assisted drive-thru ordering lanes, but the recent struggles of an AI company highlight the potential flaws in this model.

Presto Automation provides AI solutions, particularly in voice recognition technology, to several major fast food chains including Checkers and Rally's, Del Taco, and Carl's Jr. and Hardee's. As of February 1, 2024, Presto's voice robots are deployed in 145 Hardee's, Carl's Jr., and Wienerschnitzel restaurants. According to Restaurant Business, the company also provides digital ordering tablets for casual chains like Applebee's, Chili's, and Red Lobster.

However, Presto has recently been struggling to appease investors; the company is cash-strapped and must find a way to pay $6 million to its lenders this month. To make matters worse, Presto is losing some major clients.

Fast food chains hesitant about AI solutions

Del Taco began using Presto's voice AI in its drive-thru lanes in 2022 and initially said the technology "exceeded expectations" in early 2023, according to Restaurant Business. Del Taco planned to expand the technology to its 600 restaurants. However, Del Taco has now decided to stop using the technology in its restaurants.

Presto's technology does use AI voice recognition to record orders in the drive-thru lanes, but the process still requires employee involvement. The robots take orders from customers, but inputting the orders and ensuring their accuracy remains the responsibility of the employees. Despite multiple iterations of the voice assistant technology, even the most advanced version can only complete 30% of orders without assistance.

Other chain restaurants, such as White Castle and McDonald's, have also tested AI voice recognition in their drive-thru lanes. However, these new technologies have received mixed reviews from customers. When McDonald's first attempted to use similar technology in its drive-thru lanes, online users criticized the robots for misunderstanding orders.

Since its inception, Presto's AI-driven voice recognition has been the company's flagship product, but even its ordering tablets have failed to leave a lasting impression. Applebee's, Chili's, and Red Lobster have all confirmed that they will not renew their contracts with Presto.

Nevertheless, Presto's leadership seems optimistic about the future. "We are currently experiencing tremendous interest from franchisees who are interested in discussing voice AI with us," said Presto CEO Xavier Casanova in a press release in November 2023. "As brands and franchisees adapt to this new reality, we expect widespread adoption of our Presto voice AI solution across North America."