Fast food giant KFC has revealed artificial intelligence (AI) is now taking customer drive-through orders at five outlets across Greater Sydney.
The “voice ordering technology” trial is already underway, but customers at the trial locations can still request an employee take their order if they wish.
KFC is testing the technology at South Penrith, Wetherill Park, Mt Druitt, Minto and Frenchs Forest, 7NEWS.com.au understands.
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KFC said the move was intended to “elevate the restaurant experience for both customers and our team members”.
It said confirmed no human workers would be replaced by the trial.
“The new technology is being embraced by team members as it allows more time to prepare food and deliver a great experience for our customers,” the company told 7NEWS.com.au.
“Importantly, this trial isn’t replacing any jobs.
“If customers want to speak to a team member at the drive-through instead, this option is always available. As we continue to test and refine this new technology, we are welcoming customer feedback.”
It comes just days before more than 100 McDonald’s restaurants in the US shut off their Automated Order Taker and end their partnership with tech giant IBM, to which the food company sold its own McD Tech Labs in 2021.
The fast food giant’s foray into AI-ordering began in 2019 and, although it is due to be shut off on July 29, McDonald’s said the technology would likely be a part of the company’s future.
And the Golden Arches is not the only fast food company interested in the technology — Wendy’s, Taco Bell and White Castle have also been running their own AI trials.
But tech experts and fast food chain executives in the US have already suggested the first to adopt the technology will not necessarily be the one to benefit the most from it, with the technology still requiring some ironing out.
US trials showed the technology had problems interpreting different accents and dialects, which affected order accuracy.
Global financial services firm BTIG analyst Peter Saleh noted earlier this year that “accuracy remains in the low-to-mid 80 per cent range and operating costs are high”.
He believes the technology would “have to be at least 95 per cent accurate” and save franchisees money to be worth it.
— With NBC