Dairy Queen Rolls Out AI Chatbot in Select Drive-Thrus Across US and Canada

Dairy Queen announced it is deploying an AI chatbot in dozens of drive-thrus in the United States and Canada. The system is intended to accelerate drive-thru service and prompt customers to add items to their orders, according to a report by The Wall Street Journal. The rollout follows a test of the technology last year.

, Hardee’s, Taco John’s, and Fazoli’s.

Technology Performance and Testing

The Wall Street Journal reported that Presto’s chatbot accurately processes orders about 90 percent of the time.

A Dairy Queen executive stated that during a test on a day offering free ice cream cones, the system handled lines of cars without issues. A 2023 report from Bloomberg indicated that Presto’s AI drive-thru systems may involve assistance from human workers located in places like the Philippines.

Industry Context

Other fast food chains have explored AI for drive-thrus.

Wendy’s began testing a Google-powered system in 2023, and McDonald’s conducted a brief pilot. A Taco Bell executive mentioned plans to reassess AI drive-thru implementations after some customers reported frustration with the technology. Burger King is testing AI in fewer than 100 restaurants and using a chatbot in employees’ headphones to assess friendliness and assist with meal preparation.

Dairy Queen stated the AI chatbots will be introduced in select franchises, without specifying locations.