![]() Now lets customers at around half of its locations place orders for takeout on an automated line, while Ohio-based Marco’s Franchising LLC-the company behind Marco’s Pizza-in March began a 50-store pilot of an artificial intelligence system that talks to customers and translates the audio conversation into text orders for staff in the restaurant. A spokeswoman for the company said it didn’t have an update on the test or comparative accuracy of human-placed orders. In June 2021 said a test running in 10 restaurants in Illinois found the technology got customer orders right 85% of the time, adding that a wider national rollout-and the menu, promotion and dialect permutations it would involve processing-is still years away. Is one of a number of fast-food chains trying out automated voice recognition at drive-throughs. The system will spare employees from continually relaying the same information over the phone, Mr. Still, BJ’s this month began testing an automated phone system that tells customers how long the wait for a table is at their local restaurant and lets them put their names on a waiting list without having to speak to a staff member. “If you’ve got a special need-maybe a peanut allergy or have other food sensitivities-you’re going to want to talk to somebody to get that comfort,” saidĬhief executive and president of California-based And not every restaurant manager thinks customers are ready to embrace all aspects of voice-activated technology just yet, especially when it comes to placing some orders. Some industry analysts are skeptical about the voice-enabled artificial intelligence that drives these bots, which can be glitchy and inaccurate.
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