White Castle integrates AI voice command to transform drive-thru efficiency

Fast-food chain White Castle, famous for its iconic sliders and hamburgers and known to many through the movie ‘Harold and Kumar Go to White Castle' is set to introduce AI-enabled voices to over 100 of its drive-thru locations by the year 2024. It is collaborating with speech recognition business SoundHound in an effort to speed up the ordering procedure and reduce order mistakes.

White Castle's new AI-powered drive-thru appears no different from the conventional human-operated setup. However, instead of a human taking orders through the speaker, customers will interact with an AI voice assistant. The ordering process remains familiar, and the screen informs customers that they will soon communicate with a voice assistant.

Video of AI voice command

In a video release by SoundHound, they showcased an impressive demonstration of their AI-powered drive-thru technology in action. The video features a customer engaging with the AI voice command system while placing an order at a drive-thru. The AI voice assistant guides the customer through the menu options, including customisation choices like cheese slices and additional ingredients for their burger selection.

During the interaction, the customer takes it a step further, inquiring if they can add a butter cake dessert to their order. The AI system responds promptly, displaying a 'processing your order' message on the screen.

Subsequently, the AI voice command system suggests additional items, such as French fries, to complement the customer's order.

 

One notable feature highlighted is that customers always retain the option to switch to human assistance. If the AI drive-thru encounters any issues or incomplete transactions, customers can seamlessly transition to communicating with an on-site human employee.

Mixed reaction to the drive-thru technology

With the help of their partnership, White Castle and SoundHound want to fulfil consumer orders in under a minute. This invention solves problems that frequently occur in drive-thrus, such as orders being misheard because of background noise or accents. While some consumers have complained about the AI drive-thru experience, others feel happier staying away from potential encounters with irritated staff members.

Widespread impact

White Castle's programme has aroused the curiosity of other fast-food companies, including Wendy's and Google. These businesses are also investigating AI integration in their drive-thru systems. Wendy's and Google's collaboration includes a human employee watching the AI drive-thru to assure proper order processing.

As AI technology advances, its use in the restaurant industry might revolutionise the drive-thru experience. The arrival of AI-powered drive-thrus raises concerns regarding their efficiency in comparison to human-operated systems, as well as their capacity to filter out background noise.