Panera Bread is testing AI technology in its drive-thrus

Panera Bread announced it has started testing new technology to serve its customers better in the drive-thru lanes. The American chain store of bakery-café fast-casual restaurants said it would install artificial intelligence (AI) machines in two of its outlets in upstate New York.

As per CNBC, starting this week, customers of Panera Bread can use the drive-thru in the two select locations, and a computer powered by AI technology is installed to take their orders as part of the test run.

The main aim of the trial is to see if the AI is able to take orders accurately. Its other abilities such as reducing the service times will also be put to test. It was mentioned that Panera Bread is the latest fast-food chain to invest in the upgrade and modernization of their drive-thru lanes to make the customer’s drive-thru experience even better.

Moreover, as the COVID-19 pandemic led to the surge in orders via the drive-thrus in restaurants, issues with long lines and longer waiting times have emerged. For this, companies tried to come up with cutting-edge solutions, and AI upgrades have become common among the leading fast-food brands.

To increase speed or service and accuracy, Panera Bread has also jumped into the use of machines to serve customers better and at a faster rate. McDonald’s teamed up with IBM for its drive-thru automation while Yum Brands’ Taco Bell and Restaurant Brands International’s Burger King have built double drive-thru lanes so customers can quickly and easily pick up their digital orders.

As for Panera Bread, it will be making use of Tori, a voice-ordering technology developed by a startup called OpenCity. The tech firm was able to raise about $6.82 million which pushed its valuation to $26.82 million. It was reported that its Tori technology is already being used by more than two dozen fast-food and restaurants including one Popeye’s branch in Louisiana.

“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,” Panera Bread’s executive vice president and chief operating officer, Debbie Roberts, said in a press release.

She added, “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.”