Technology

Panera testing AI at the drive-thru

Provided

September 7, 2022

Panera Bread is testing AI technology in drive-thru lanes in an effort to improve and enhance the guest experience.

Select cafes in the greater Rochester, New York, area have implemented OpenCity's proprietary voice AI ordering technology, called "Tori," for drive-thru orders, with the goal of maximizing efficiency and increasing speed of orders, according to a company press release.

Drive-thru guests may pull up to a Panera drive-thru, place their order with assistance from Tori and pay Panera associates for their items at the drive-thru window. The technology will reduce wait times, improve order accuracy and allow associates to focus on preparing guests' orders, Debbie Roberts, EVP and COO, said in the release.

"At Panera, improving our guest experience is always our priority and we are using this innovative technology to help enable a faster, more accurate order for each of our drive-thru guests," she said. "The potential of AI drive-thru technology is incredibly exciting for us — we are eager to evaluate the performance of these tests and the possibility of expanding this technology in additional bakery cafes."

In addition to the drive-thru, Panera Bread has a variety of tech-forward ordering options including contactless dine-in, curbside, rapid pick-up and delivery.