The challenge of AI Fast Food

{{ Speech recognition technology “is really challenging,” said Christina McAllister, senior analyst at research agency Forrester, who studies the impact of using AI in call centers.

Accents can throw the system off, and “it doesn’t perform particularly well in noisy areas,” she noted. Shouting an order over a car full of kids arguing or friends laughing may confuse the technology and, in turn, annoy the customer.

“One of the things that frustrates customers the most is having to repeat themselves when they shouldn’t have to,” she said. Those customers may end up unleashing their anger at the next employee they see. }}



Even so much progress has been made. Voice recognition is much better than it used to be. And they continue to work on it. Whatever you call it. Is it AI?

Its still nice to have an “operator” button when all else fails.