Artificial intelligence enters the fast food service in restaurants and may reach Canada soon

Fast food chains in the United States have increasingly started relying on artificial intelligence systems to take customer orders in drive-thru lanes, in a technological shift that may soon extend to the Canadian market.

These systems operate through voice chatbots that receive orders instead of employees, where the customer hears an automated voice interacting with them, suggesting additions, and trying to complete the order before moving to the payment or pickup window.

The developing companies say the technology has become more accurate and capable of handling daily orders compared to the initial trial phases, which witnessed errors and embarrassing situations widely spread online.

Some previous trials faced criticism due to misunderstanding orders or the system attempting to sell unwanted extras, prompting several restaurants to reinstate human employees to take orders.

However, companies say the new generation of these systems is better at recognizing dialects, understanding surrounding noise, handling complex menus, and reducing order errors.

Supporters of the technology believe it could help restaurants speed up service, reduce wait times, and ease pressure on employees during peak hours, especially amid labor shortages and rising operating costs.

On the other hand, labor organizers warn that the spread of these systems could lead to job cuts in the fast food sector, particularly in positions that have been an important entry point for youth and new workers into the labor market.

The technology also raises questions related to privacy and the collection of voice data, alongside the ability of automated systems to deal with angry customers, unusual orders, or situations requiring quick human judgment.

Although widespread adoption of this technology in Canada has not yet begun, the expansion of trials in the United States indicates that the Canadian restaurant sector may face a new wave of automation in the coming years.