Panera announced yesterday that it has begun testing an AI-enabled, consumer-facing ordering service in drive-thru lanes to improve the customer experience and increase the speed of orders. Through OpenCIty, a restaurant technology service, select locations in Rochester, New York have implemented “Tori,” the virtual assistant.
The AI will take orders at the drive-thru speaker, with Panera employees on standby to assist as needed.
“At Panera, improving our guest experience is always our priority and we are using this innovative technology to help enable a faster, more accurate order for each of our drive-thru guests,” said Debbie Roberts, EVP and COO at Panera Bread, in a statement. “The potential of AI drive-thru technology is incredibly exciting for us—we are eager to evaluate the performance of these tests and the possibility of expanding this technology in additional bakery-cafes.”
This step toward technology-assisted ordering is consistent with Panera’s push for automation. The retailer also provides the ability to opt to order on touch screens or via mobile App, enabling contactless dine-in, in-store pick-up, or curbside pickup. Recently, the company has also tested the use of automated coffee machines provided in partnership with Miso Robotics, pushing down labor demands.
Related: Panera to Implement AI-Powered Coffee Solution; Poor Coffee Crops May Raise Product Prices
Image: Panera