A technology firm specializing in AI drive-thru chatbots, Presto Automations, has disclosed in an SEC filing that over 70% of its orders involve human assistance despite previous claims of 95% automation.
Known for its drive-thru automation adopted by fast-food chains like Del Taco, Hardee's, and Carl's Jr., Presto had announced a collaboration with OpenAI in March 2023 to enhance its drive-thru voice assistant features using ChatGPT for more natural interactions.
In the recent filing, Presto admitted to significant reliance on human agents, or "humans-in-the-loop," for order assistance. The company expressed optimism that ongoing improvements in AI accuracy would reduce the need for human intervention to 30% or less.
Presto believes that increasing automation will enhance profitability. The filing also mentioned cost concerns, noting that off-site workers, particularly those in locations like the Philippines aiding chatbots, are becoming more expensive.
Presto's acknowledgment comes amid a broader trend in the restaurant industry, where AI is increasingly used to handle orders and reduce dependence on human labor. Notable chains like McDonald's, Taco Bell, Popeyes, and Wingstop are incorporating AI-powered voice bots for drive-thru and phone orders.
Wendy's, for instance, is automating its drive-thru service and training its chatbot to understand customer language and suggest better offers. While Wendy's CEO emphasizes that the chatbot won't replace human workers, the chief information officer describes it as "as good as our best customer service representative and probably on average better."
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