Carl’s Jr. implemented a new artificial intelligence system to take customers’ orders at a drive-thru in Buckeye.
CKE Restaurants Holdings, the parent company of fast food chains Carl’s Jr. and Hardee’s, recently announced that select locations would be testing out the technology. When a customer pulls up to the drive-thru, the AI system will take their order, as opposed to an employee.
Dan Mosher, president of Presto, the company that developed the technology, said the goal is to eventually implement it at different locations throughout the country. The company has done similar rollouts with Checker’s and Del Taco.
Mosher said the technology will allow the restaurant staff to focus on other things aside from the drive-thru. While staff members typically have to do three or four different jobs at one time, the technology at the drive-thru takes away one job. It also makes things easier in case one person is late or calls out sick.
Agustin Medina, general manager of the Carl’s Jr. in Buckeye, similarly said the AI acts as a support to staff members. Medina said the location also ran into staffing issues with the COVID-19 pandemic, and the AI has helped alleviate some of those challenges.
“We’re not replacing any staff members at all,” Medina said.
Medina said the location has been using the AI for about six weeks, and many guests are still in disbelief when they realize a person isn’t taking their order.
Julissa Vreeland, a Buckeye resident who used the drive-thru, said she had a good experience with the AI but was surprised when she placed her order. Vreeland said it may be difficult for people who are older or may have a more difficult time ordering.
Mosher said one of the challenges with the technology is when people use slang terms to order, or maybe have a crowded car with children in the back, making it difficult for the system to pick up on the audio.
Medina said staff members wear headsets in case a customer does end up needing assistance ordering. But the AI can already answer many questions that customers may have about the menu. And if there’s a question it can’t answer, the AI tells the customer that it will get a team member, Medina said.
There was even one instance where a customer had a loud truck and the system asked them to turn off their engine to make it easier to pick up on the audio, Medina said.
The AI also adapts quickly, Medina said. One day, when there was a temporary issue with the fryers, Medina said staff members informed customers that they were temporarily down. When the next customer pulled up, the AI told them the exact same thing, Medina said. In addition, Medina said a team from Presto is constantly monitoring the AI for any issues.
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Overall, Medina said he is happy with the implementation of AI, as it allows staff members to better manage their time and interact with guests.
“It’s really, really helpful,” Medina said.
This article originally appeared on Arizona Republic: New AI system takes drive-thru orders at Carl’s Jr. in Buckeye
