Gee Lefevre, Presto, on how AI is changing the fast food drive-thru
Rich On Tech Episode 132 - August 2, 2025
AI-POWERED DRIVE-THRUS: HOW PRESTO IS CHANGING FAST FOOD
What Presto Does
AI replaces human order-takers at drive-thru speaker boxes
“You would be communicating with an AI system, which would reduce the amount of labor the restaurant needs.”
System can upsell consistently and effectively
“AI does it flawlessly every time… and it can also do it in a very predictive manner.”
Accuracy & Intervention
Measures success by “non-intervention rate” — how often AI completes an order without human help
“Those are already in the 90s. In a vast majority of instances, it works.”
System is constantly learning from real-world complexity
“You have to be able to handle all of those edge cases.”
BENEFITS FOR RESTAURANTS & CUSTOMERS
For Restaurants
Labor savings without eliminating jobs
“They’re not actually removing that staff member—they’re putting them somewhere else.”
Revenue increase through better upselling
More efficient operations and consistency
For Customers
Faster, more consistent ordering experience
Less waiting or errors compared to human interaction
“You don’t get any of those issues.”
ADOPTION & ROLLOUT
Currently in major rollout phase across the industry
“It may only be in 1% of all drive-thrus now, but that number is increasing very quickly.”
Hardware install is minimal—just a small box in the speaker post
Works for large chains and mid-sized regional brands alike
CONSUMER EXPERIENCE & INTERACTION
Can You Still Get a Human?
Yes, you can ask for one—and are transferred to store staff
“It’s actually very rare that they do that.”
How Natural Is the Interaction?
Restaurants can choose between robotic or human-like voice
“Some want it to sound robotic… others go for near-impossible-to-tell human voice.”
Fun Uses & Future Ideas
Currently exploring “Easter egg” interactions and social promotions
“Say this phrase and get a free drink size upgrade—stuff like that could really get social interaction going.”
TECHNICAL CHALLENGES & ADVANCEMENTS
AI now handles coupons, complicated menus, and even phone catering orders
“There’s very little, if anything, which can now not be done with AI.”
Environmental factors and customer behavior were unexpected hurdles
“People order for the wrong restaurant. They show up with three kids shouting orders. Every location is different.”
IMPACT ON JOBS
Presto’s AI isn’t designed to eliminate jobs but to shift labor where it’s more useful
“Labor redistribution, not labor replacement.”
Entry-level jobs like order-taking may eventually disappear, but new roles are emerging inside stores