Fast food chain employs AI at the drive-thru
Marie Donlon | March 04, 2019
A Denver-based fast food chain is automating the process of drive-thru ordering with help from an artificial intelligence (AI)-based customer service platform.
The drive-thru window at Good Times Burgers & Frozen Custard is now manned by a voice-based AI platform developed by Colorado start-up Valyant AI, which greets and takes customer orders.
Built on real customer recordings, the system reportedly improves order accuracy, eliminates pressure on human workers and alleviates labor shortages, according to executives at both Good Times and Valyant AI.
According to its makers, the software is reportedly more accurate than the technologies that enable AI assistants like Google Home and Alexa to answer questions relating to sports scores and weather reports because the Valyant AI system has one job: to take food orders. Valyant AI believes that the improved accuracy is due to the system's smaller vocabulary bank. Further ensuring accuracy is that the Valyant AI system includes human-in-the-loop (HITL) oversight on all orders. In other words, humans can help guarantee order accuracy, identify possible issues and observe opportunities for improving service along the way.
“By freeing employees to spend more time focused on the customer at the window, we’re providing better and faster service to our customers and a more enjoyable experience for our employees,” said Good Times COO Scott Lefever.
When asked if this software would soon replace human employees, CEO of Alyant AI Rob Carpenter said: “It does take task out of the work that sometimes is done by a full-time employee. Overall, what we’re hoping to do is help make small business owners that own these restaurants more profitable.”
This is not the first time that AI has made its way into the food industry. A Chinese hot-pot restaurant chain’s kitchen is entirely AI-driven, while IBM and spice maker McCormick are developing a line of new spice packets using AI.
I fail to see how this is Artificial Intelligence. There is no learning here, this is no different than computer generated voice menus that you get when you call for customer service when you really need to talk to a semi-intelligent human.
In reply to #1
Given the location, perhaps the Ai is the semi intelligent being.
We're using artificial intelligence, and more specifically machine learning for the speech to text software. As more people talk to it, the smarter it gets at understanding what was said. We also integrate machine learning (AI) with the natural-language processing that takes the generated text and determines the correct action, ex. "add one burger to order."
Our system is completely different than what's on the market because it can understand the full menu, answer questions, has context for time of day and knows the appropriate follow-up questions as well as how to handle complex statements, where users may request adding or removing multiple items in one long string (something current generation conversational AI systems can't handle).
In reply to #3
Now that you have made this clear, I now wonder, why do you need an Ai machine, when a real person could be used? It is not that there is a shortage of humans wanting or needing work.
This need for near human Ai has no logical explanation. In five months, this Ai has recently removed over 200 people from families, and some of that latest aircrew, I actually knew. So the net result is, Ai does kill people, so why do we need it? People do that all the time.
People, now the endangered animal of the planet, if we are dumb enough and lazy enough and gullible enough to think it is wonder technology.
Use with care.