Burger King slows drive-thru AI testing, prioritizes customer feedback
What happened
Burger King is pulling back on its drive-thru AI voice ordering tests, which have been conducted in about 1,500 locations with partners including Google. The company stated that it found that some customers do not prefer ordering through a robot. Burger King is currently developing ways to ensure customers can easily request a human employee to take their order.
From nrn.com
Why it matters
The global chain is reassessing its technology deployment strategy amid competitive pressures in the quick-service restaurant market. This pullback comes as many limited-service chains refocus on customer service to maintain traffic. The company is learning from its years of testing the voice AI pilots.
From nrn.com
Who's involved
- Burger KingGlobal chain of hamburger fast food restaurants testing AI voice ordering.
- GoogleAmerican multinational technology company partnered with Burger King on AI testing.
Who could feel it
Possible knock-on effectsThese are possibilities Brind reasoned out, not predictions, and not advice. Most are not stated in any report.
- Burger KingSpeculative
Burger King could refine its service delivery model to balance technological efficiency with customer preference.
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The entities involved
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Burger King
global chain of hamburger fast food restaurants headquartered in Florida, United States
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Google
American multinational technology company, a subsidiary of Alphabet Inc.
Related events
- Google, Shopify, and Amazon are engaged in a race to build the next great AI interface.
- Shoppers are using AI recommendations on both Amazon and Google platforms.
- Google and CNN announced a partnership to experiment with AI products.
- Voqalize builds a voice interface for software, highlighting broader trends in voice AI technology among tech companies.