Burger King has introduced AI drive-thru systems at four of its Auckland restaurants.
The new service, called the “conversational system”, has undergone a trial period over recent months. It will greet customers, take orders at the drive-thru speaker, and direct customers to the pick-up window.
Powered by U.S. company Hi Auto, the system has been implemented in more than 500 stores across the United States, United Kingdom, and now New Zealand.
Burger King has declared that the new system will cause no job losses for current staff, and Hi Auto chief business officer, Daniel Dreymann said the system was never designed to replace humans, but instead to make the fast-food industry a more enjoyable environment for staff.
The system has reportedly reduced the turnover of staff by up to 17 percent in restaurant’s that already used it.
Burger King staff have leant their voice and accent to the AI drive-thru system, in order to provide an authentic experience for customers.
During the interaction with the system, customers have the opportunity to customise their orders as they would in a human interaction. The system is also said to provide a fast and accurate service.
To date, Burger King is the only fast food chain in New Zealand to introduce this technology or any other AI drive-thru option, and based on customer feedback, it has been a successful endeavour for the company.
A spokesperson for Burger King in New Zealand said that team members had noticed a reduced level of stress when processing and preparing orders, and that further focus could be applied to ensure all orders are made to a high standard.
The move to AI-based systems has become a growing trend throughout the international QSR industry, from ordering systems to delivery systems. AI tools have also been used to analyse customer data and tailor order preferences.
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