Hungry Jack’s is piloting a new drive-through feature at its St Peters restaurant in Sydney’s inner west, aiming for broader implementation across more outlets later this year. This innovative initiative utilises artificial intelligence (AI) to handle customer orders as part of a project to assess whether the technology can enhance service quality.
During the trial, customers have the option to engage with an AI assistant for their orders but can request to speak to a human staff member at any point. A representative from Hungry Jack’s emphasised that customer feedback will be actively collected throughout the testing phase. The aim is to expand this trial to additional locations in the coming months.
Once an order is made, human staff will be responsible for preparing the food. Should a customer wish to converse with a human, the AI will seamlessly connect them while ensuring the voice recordings linked to their order are erased. Hungry Jack’s has assured customers that requesting human interaction will not result in any changes to how their order is processed.
This trial follows a similar initiative that took place at selected KFC outlets in Sydney last year, signalling a trend towards incorporating AI within the fast-food industry.