Dairy Queen Adopts Presto's AI for Its Drive-Thrus
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Dairy Queen and AI: A New Era for Drive-Thrus
Dairy Queen, the famous fast-food chain, recently announced the integration of an artificial intelligence-based chatbot in several of its drive-thrus located in the United States and Canada. This initiative aims to speed up service and encourage customers to expand their orders, according to a report from the Wall Street Journal.
The deployment of this technology follows a successful test conducted last year. The chatbot was developed by Presto, a company specializing in AI, which is already collaborating with other major chains such as Carl’s Jr., Hardee’s, Taco John’s, and Fazoli’s. However, a Bloomberg report in 2023 revealed that these systems could be partially assisted by human workers located in countries like the Philippines.
Performance and Testing of the Presto Chatbot
The Presto chatbot boasts an accuracy of about 90% in order-taking, according to the Wall Street Journal. Kevin Baartman, Executive Vice President of Information Technology at Dairy Queen, shared that the chatbot was tested during a promotional day when free ice cream cones were offered. During this event, the bots effectively managed long lines of cars without showing signs of fatigue or irritation.
AI in Fast Food: A Growing Trend
Dairy Queen is not the only chain exploring the possibilities offered by AI. In 2023, Wendy’s began experimenting with AI-powered drive-thrus from Google. McDonald’s also briefly tested a similar system. However, customer reception is not always positive. For example, Taco Bell had to reassess the use of AI in its drive-thrus after receiving mixed feedback from customers.
Burger King, for its part, is testing AI drive-thrus in fewer than 100 of its restaurants. The chain is also using a chatbot integrated into employees' headsets to assess their friendliness and facilitate meal preparation.
A Selective Deployment
Dairy Queen has not yet specified the exact locations of its new AI drive-thrus, simply indicating that the deployment will occur in "selected" franchises in the United States and Canada. This cautious approach may allow the chain to better assess the impact of this technology on customer experience and its operations.
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