Drive Thru AI

Wild Ducks

Host Jerry Cuomo host an exciting behind the scenes look at how advanced AI technology is transforming how orders are taken at drive thru restaurants. "I make computers speak" is the calling card of guest Brian Langner. Brian and Jerry discuss the challenges and rewards associated with conversational AI. Brian adds to his calling card, "however, the harder part is getting them to listen."

Brian, who currently leads AI Research and Projects for Watson Orders, highlights his journey from university studies in AI, to Silicon Valley startup ToyTalk, then being acquired by McDonald's, and now at IBM with their acquisition of McD Tech Labs.

Brian and the Watson Orders team are developing and testing Automated Order Taking (AOT) technology in restaurants showing substantial benefits to customers and the restaurant crew experience. Brian further explains how AI and natural language processing will help scale the AOT technology across markets and tackle integrations including additional languages, dialects and menu variations.

Key Takeaways:

• [ 02:47 - 04:02] Balancing Computer Voices: Brian Langner discusses the challenge of creating computer voices that are friendly and approachable while still maintaining a distinct non-human quality, ensuring effective interactions without entering the "uncanny valley."
• [05:00 - 08:11] Automating Drive-Thru Orders: Automating order taking at drive-thrus involves overcoming challenges like deciphering noisy environments, understanding customer ramblings, and handling diverse acoustic conditions, all while striving for accuracy.
• [08:20 - 10:21] Speech Recognition Improvements: Brian's team aims for over 75% accuracy in automating orders. Advances in speech recognition accuracy and robustness play a pivotal role in achieving this goal and enhancing the customer experience.
• [10:30 - 12:07] Goal-Directed Interactions: The conversation explores the potential of speech and conversation technology in various industries beyond drive-throughs, highlighting the importance of goal-directed interactions to drive AI integration and innovation.
• [13:21 - 14:16] Future of AI Integration: AI and conversation technology are at an inflection point, poised for accelerated integration into real-world applications. As businesses recognize the value of goal-directed AI interactions, the technology's role is set to expand in diverse sectors.

Join the episode to gain insights into the intricate world of AI's impact on complex interactions, the challenges of automation, and the potential it holds for transforming industries and customer experiences.

References:

The Art of A.I. article series by Jerry Cuomo on medium.com

McDonald's and IBM could bring AI-powered drive-thrus to more restaurants

Watsonx platform

* Coverart was created with the assistance of DALL·E 2 by OpenAI. ** Music for the podcast created by Mind The Gap Band - Cox, Cuomo, Haberkorn, Martin, Mosakowski, and Rodriguez