Why it’s important to speak slowly and clearly when ordering your burger through AI
Yum Brands, the company that owns fast food chains KFC, Taco Bell and Pizza Hut, among others, has just announced it will begin using advanced voice recognition technology using AI at its drive-through restaurants, following more than two years in trials in 100 outlets in 30 US states, and in five KFC franchises in Australia.
Yum Brands’ decision contrasts with the experience of another fast food company, McDonalds, which suspended the use of a similar system, developed with IBM, returning to human operators after a series of complaints turned in many cases into viral videos in which customers freaked out after receiving 260 orders of chicken nuggets, totaling $243.91, while another was presented with an ice cream topped with a slice of crispy bacon.
AOT, or Automated Order Taking, is being adopted by other fast-food outlets such as Wendy or White Castle, who say it saves time, allowing employees to do other tasks with more added value, such as serving orders at the counter or in the kitchen. According to Yum Brands, using the system results in greater order accuracy, shorter wait times, and bigger profits.
Obviously, technology has its challenges: the human voice is complex not only because of the different possible ways of asking for things or because…
