If you’ve recently rolled up to a Hungry Jack’s drive-thru, you might have noticed something a little…off. Maybe the voice taking your order sounded oddly chipper, then suddenly annoyed, then back to robotic cheerfulness.
No, you’re not imagining things, and no, it’s not a new staff training program. Hungry Jack’s has started trialling an artificial intelligence (AI)-powered voice assistant at some of its drive-thru locations, and customers’ reaction has been nothing short of fiery.
For many Australians, Hungry Jack’s is a rite of passage first job, a quick feed after footy, or a late-night pit stop. But now, a virtual helper is replacing the familiar banter with a teenager behind the speaker box, and not everyone loves it.
Paniora Nukunuku’s recent visit to the St Peters, Sydney, drive-thru captured the moment the AI made its presence known.
‘Are you AI?’ he asked, to which the machine replied, ‘I’m Hungry Jack’s virtual helper, how can I help?’
The interaction, which he shared online, quickly went viral. The AI’s voice shifted from perky to irritable in seconds, leaving him to declare, ‘That’s so scary!’
‘It was pretty upsetting,’ he said. ‘Hungry Jack’s really showed their intentions when it came to young people and entry-level work.’
He’s not alone in his worries. Many see this as another blow to job opportunities for teens and young adults, especially in a tough economy.
The AI experience itself hasn’t won many fans, either. Nukunuku described it as ‘one of the worst experiences when ordering food,’ pointing out that while apps are designed for smooth user experiences, the AI drive-thru felt clunky, inauthentic, and emotionless.
‘You can hear the vastly different voices, tonality and inauthentic and emotionless experience,’ he said.
‘What if I were someone with very little English or with an accent that the AI might not pick up? This will cause frustration and bad customer service.’
It’s not just a local experiment, either. AI drive-thru assistants have already been rolled out in the United States, where some chains offer the option to request a human staff member.
However, Nukunuku noted that this option wasn’t available at Hungry Jack’s, potentially leaving customers stuck with the bot whether they like it or not.
Hungry Jack’s, for its part, says the trial is about ‘service improvements’ and plans to expand it to more locations.
However, they might want to rethink their strategy if the online reaction is anything to go by. Comments on Nukunuku’s video were overwhelmingly negative, with some customers threatening to boycott the chain altogether.
‘Disgraceful. Young people outside of major cities already fight tooth and nail to land entry-level employment, all the while here’s another billion-dollar industry successfully wiping out tens of thousands of these opportunities to line their own pockets,’ one person wrote.
Another added, ‘The fact that teenagers are friendlier than an AI is insane.’
Others pointed out the practical downsides: ‘The delay and repetition are annoying AF. Talking to an actual person is way faster and more efficient [in my opinion]. Plus, it’s nice to see regular workers and have a quick yap.’
For many, the human touch makes the fast-food experience bearable or enjoyable.
The bigger picture: AI and the future of work
This isn’t just about burgers and fries. The rise of AI in customer service is a sign of things to come across many industries.
While automation can improve efficiency and cut business costs, it raises serious questions about the future of entry-level jobs, especially for young people trying to get a foot in the door.
‘The government should really consider implementing a tax on AI replacements in service industries and use those funds to reskill/upskill young workers for a new age of AI workplaces,’ he said.
He’s not alone in calling for action. As AI becomes more common in everything from supermarkets to call centres, there’s a growing push for policies that help workers transition to new roles, rather than being left behind.
Have you experienced the new AI drive-thru at Hungry Jack’s or another fast-food chain? Did it make your order easier, or did you find yourself longing for a real person on the other end of the speaker? Do you think AI is the way of the future, or should we be doing more to protect entry-level jobs for young Australians?
We’d love to hear your thoughts! Share your experiences and opinions in the comments below.
Also read: Hungry Jack’s fined for putting 27,000 toys with button batteries in meals without warning
So, when thousands of manufacturing jobs have died, some due to climate change alarmism increasing energy prices, noone cared.
No that it’s coming for the alarmists children, suddenly job losses matter?