According to a submission to the SEC in November, a restaurant software firm providing AI-powered drive-through bots disclosed that more than 70% of its requests are actually handled by off-site employees.
Several fast-food chains in the US, including Del Taco, Hardee’s, and Carl Jr., have integrated Hey Machines as a supplier of drive-through automation technology. Hey Machines previously claimed that over 95% of orders processed by its chatbots do not require employee assistance. In March 2023, the company announced a collaboration with OpenAI to enhance its drive-through voice assistant using ChatGPT for more natural and human-like interactions.
Despite previous assertions, the company admitted in a recent SEC filing that it heavily relies on human agents, referred to as “humans in the loop,” to assist the AI in taking orders.
The filing stated, “Currently, over 70% of commands processed by our Presto Voice solution necessitate human intervention.” The company foresees that the percentage of orders not requiring human assistance may exceed 30% as they enhance the accuracy of their AI and expand Presto Voice to more locations.
The company believes that advancing their order technology will drive revenue growth.
Presto noted that the expenses related to off-site employees, particularly those in countries like the Philippines aiding the bots, have increased, as reported by Bloomberg.
In a recent cost-cutting move in November, the company reduced monthly expenses and downsized approximately 17% of its global full-time workforce.
Despite being contacted by Business Insider for comment, Presto did not respond outside regular business hours.
To streamline operations and reduce the reliance on human staff, restaurants nationwide are increasingly turning to AI technology. Major chains such as McDonald’s, Taco Bell, Popeyes, and Wingstop utilize AI-driven systems for drive-through and phone orders.
Wendy’s is one such example, automating its drive-through services and training its chatbot to comprehend customer vernacular for more personalized interactions and improved recommendations.
Kevin Vasconi, the chief information officer, stated that the chatbot performs at the level of their top customer service representative, with CEO Todd Penegor emphasizing that it complements rather than replaces human employees.
