Dairy Queen Expands AI-Driven Drive-Through Ordering Pilot Program in U.S.

The integration of AI in fast-food operations reflects a broader trend of automation in response to labor shortages and consumer demand for efficiency.

• Dairy Queen expanded its AI drive-through pilot program on April 16, 2026, to several dozen franchised locations across the U.S.
• The initiative aims to enhance order accuracy and speed amid ongoing labor challenges in the fast-food industry.
• Competitors like Taco Bell and Checkers are also adopting similar technologies, indicating a significant shift in the fast-food landscape.

• Fast-food chains are facing labor shortages, prompting them to explore automation solutions to maintain service levels.
• Dairy Queen's partnership with Presto marks a strategic move to leverage AI for improving customer interactions at drive-throughs.
• Independent studies suggest AI drive-throughs are faster but perceived as less friendly, raising questions about customer satisfaction.

Dairy Queen's expansion of its AI-driven drive-through ordering system is part of a larger trend in the fast-food industry, where labor shortages and rising operational costs are pushing companies to innovate. The pilot program, which began in 2025, utilized Presto's AI chatbot technology to streamline the ordering process. This technology aims to reduce wait times and improve order accuracy, addressing common pain points in fast-food service.

The decision to roll out the AI system to several dozen franchised locations indicates confidence in the technology's effectiveness. Kevin Baartman, Dairy Queen's EVP of IT, has highlighted the potential for AI to enhance the customer experience, even as independent tests show mixed results regarding customer friendliness. While AI can process orders more quickly and accurately, it lacks the human touch that many customers value.

The broader context reveals that Dairy Queen is not alone in this endeavor. Competitors like Taco Bell and Checkers are also experimenting with AI technologies to optimize their drive-through operations. This trend is fueled by the need to adapt to changing consumer expectations and the realities of a tight labor market. As fast-food chains increasingly rely on automation, the implications for customer service and employee roles are significant.

Moreover, Presto's recent appointment of former Dairy Queen CEO Chuck Mooty as a strategic advisor underscores the importance of industry expertise in navigating this transition. The partnership aims to enhance Presto's AI offerings, positioning it as a leader in drive-through automation. As more brands adopt similar technologies, the competitive landscape will likely shift, with those who embrace AI gaining an edge in efficiency and customer satisfaction.

However, the trade-off is clear: while AI can improve operational efficiency, it may also lead to a less personalized customer experience. As consumers become accustomed to faster service, the expectation for human interaction may diminish, potentially altering the dynamics of customer loyalty in the fast-food sector.

• Fast-food employees may face job displacement or changes in their roles as automation increases.
• Consumers will experience faster service but may find interactions less personal.
• Franchise owners will need to adapt to new technologies and potentially invest in training for staff to work alongside AI systems.

• Customer feedback on AI interactions: Monitoring how consumers respond to AI-driven service will be crucial for understanding its long-term viability.
• Competitor responses: Watch how other fast-food chains adapt their strategies in light of Dairy Queen's AI expansion.
• Technological advancements: Keep an eye on developments in AI technology that could further enhance or complicate the drive-through experience.