Presto uses humans to support 70% of chatbot interactions 

Occurred: November 2023

A company described as a major player in the AI-powered restaurant ordering industry has been discovered to be relying on humans to process most of its customers' orders.

Billing itself as 'one of the largest labor automation technology providers in the industry', Presto Automation claims its 'friendly, human-like AI voice assistant is available 24/7, always operates at peak efficiency, and never forgets to upsell.' Presto boasts over 400 customers, including US food chains Carl's Jr and Checkers.

However, a company SEC filing revealed that the company uses humans in countries such as the Phillippines to ensure order accuracy in over 70 percent of cases. The acknowledgment resulted in questions from customers and investors about the quality of Presto's products, and in its share price diving 10 percent.

Operator: Carl's Jr; Checkers; Del Taco
Developer: Presto Automation
Country: USA
Sector: Food/food services
Purpose: Process customer orders
Technology: Speech recognition; Machine learning
Issue: Accuracy/reliability
Transparency: Marketing