Two of the drive-throughs that YA and I frequent (especially in the summer) are Taco Bell and Dairy Queen. About eight months ago Taco Bell installed a chat bot to ask people if they are checking in using their Taco Bell app. I do have the app (it occasionally rewards me with a free burrito or fiesta potatoes) so the chat bot has actually been a good reminder to me to have the phone handy so I can give them the check-in code. At that point the system switches over to a live person to take your order.
About four months back, Dairy Queen went to a fully automated ordering system at their drive-through. I bristled at the idea but not enough to boycott my Dilly bars. Since YA and I are creatures of habit at Dairy Queen, it’s pretty simple and we haven’t had any ordering disasters.
Then two weeks ago I was by myself, getting my Dilly bar, and the automated voice had a southern drawl. I kid you not. It threw me for a loop and I spent the next hour or so trying to think back; had I completely missed that before? Then the following week when we were there, it was a male voice with a midwestern accent. I breathed a sigh of relief – I wasn’t going crazy. Then yesterday, it was a woman’s voice, but not the southern woman.
Of course, this leaves me with a bunch of questions. How many automated voice options are there? Who chooses which voice for the day (the manager, the person who opens, corporate office)? Or does the computer randomly pick voices during the course of the day? If a particular voice gets complaints, can they change it at the store level? Are the voices patterned after particular people or just AI-generated? What happens if you don’t want to order from a chat bot? Can you simply repeat “representative” until the computer gives up?
Any chat bots/automated systems driving you crazy? Or that you’ve made peace with?



