In a bold move to elevate the fast food experience KFC trials AI drive-through ordering at five of its outlets across Greater Sydney. This innovative “voice ordering technology” is currently being trialed at South Penrith, Wetherill Park, Mt Druitt, Minto, and Frenchs Forest.
Enhancing the Drive-Through Ordering Experience
The aim of this AI implementation is to streamline the ordering process and enhance the overall experience for both customers and employees. According to KFC, the new system allows team members to focus more on food preparation and customer service, without the concern of job displacement. If preferred, customers at these trial locations can still request to have their orders taken by a human employee.
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A Commitment to Quality and Feedback
KFC emphasizes that this trial is not about replacing human workers but rather about improving efficiency and service quality.
“The new technology is being embraced by team members as it allows more time to prepare food and deliver a great experience for our customers,”
a KFC spokesperson shared with 7NEWS. They also welcome customer feedback as they continue to refine the technology.
AI in the Fast Food Industry
KFC is not alone in exploring AI for drive-through orders. McDonald’s, Wendy’s, Taco Bell, and White Castle have all been running their own AI trials. McDonald’s, which began its foray into AI ordering in 2019, recently decided to shut off its Automated Order Taker at over 100 US locations, ending its partnership with IBM. Despite this, McDonald’s believes AI will still play a role in its future operations.
AI Challenges and Potential
The implementation of AI in fast food has not been without its challenges. US trials have revealed issues with the technology’s ability to accurately interpret various accents and dialects, affecting order accuracy. BTIG analyst Peter Saleh noted that the accuracy rate remains in the low-to-mid 80 per cent range, and operating costs are high. Saleh suggests that the technology needs to achieve at least 95 per cent accuracy and be cost-effective for franchisees to be truly beneficial.
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The Future of AI in Fast Food
As KFC continues its AI trial in Greater Sydney, the fast food industry watches closely. The success of this technology could pave the way for broader adoption and significant changes in how customers interact with their favorite fast food chains.
Stay tuned to see how KFC’s AI drive-through experiment unfolds and whether it will set a new standard for fast food service.
