Fast-food giants skipping worker inputs on AI drive-thru, say unions

Hungry Jack’s is the latest fast-food giant to implement AI into its customer service practices – much to the dismay of workers and consumers.

Viral clips of fast-food company Hungry Jack’s new trial of AI assistants taking over drive-thru orders have garnered outrage from workers, consumers, and unions.

A Sydney-based Hungry Jack’s was caught in a TikTok video employing the use of artificial intelligence to take customer orders in the drive-thru. After the completion of the order taken by “Hungry Jack’s virtual helper”, a TikTok user who shared a video of the AI assistant (@pnuks) can be heard stating, “that’s so scary”.

It’s not the first example of a fast-food company implementing AI to assist with customer service, as KFC has also previously introduced similar measures to “elevate the restaurant experience for both customers and our team members”, according to 7NEWS.com.au.

As the clip circulated on social media, both consumers and workers began voicing concerns over what the future may hold for retail and fast-food workers as companies begin integrating AI.

According to the Shop Distributive and Allied Employees Association (SDA) and Retail and Fast-Food Workers Union (RAFFWU), the implementation of this technology is often undertaken without consulting workers.

“The SDA recognises we are in a period of significant technological change,” said Gerard Dwyer, national secretary at the SDA.

“As in all periods of technological adjustment, jobs will change, some may go, and others will be created. It is critical that workers are at the centre of the consideration of the impact of new technology.

“This includes an obligation to recognise that workers are not a commodity or just another resource, and so are entitled to meaningful work, with fair pay, including a fair share of productivity gains from technological change and a voice in how change is introduced in their workplace.”

A RAFFWU spokesperson touched on their concern with Hungry Jack’s and other fast-food giants’ lack of consultation with workers over these changes.

“We are concerned that Hungry Jack’s and other fast food and retail companies are failing in their obligation to consult with workers about such changes,” the spokesperson said.

“Since the changes will impact on the job security and tenure of workers, the law requires workers be consulted. However, those feeble laws don’t prevent the employers from implementing changes or ensuring the benefits of such changes reward the workers displaced or working alongside such technology.”

Additionally, the RAFFWU spokesperson claimed there has been a slow burn thus far of technology stripping job roles from fast-food employees, hitting out at the laws that fail to protect workers from these changes.

“The jobs they are seeking to replace are not great jobs. These workers are often paid as little as $11 per hour working insecure jobs in unsafe environments,” he said.

“These companies have been implementing new technologies for many years. The use of ‘kiosk’ style ordering menus in stores was implemented some time ago which seeks to limit the staffing at the front counter.”

“Workers must be (and are not) consulted over these changes, but fundamentally, the law should require that the rewards of such technology guarantee workers share in the benefit – through fair wages and investment in safety.”

Dwyer put the onus of these companies to create opportunities for adequate training that can put them in positions for new roles that may be created.

“Where work is displaced or other jobs created, existing workers should be provided with the opportunity, and where needed, the training to acquire new skills for new roles,” said Dwyer.

As previously reported by HR Leader, at a 2024 debate, titled “Artificial Intelligence at Work – Trick or Treat?” Liam O’Brien, assistant secretary of the Australian Council of Trade Unions (ACTU), painted two contrasting scenarios in relation to AI in the workplace.

He highlighted a future where AI could either empower workers or become “a grim reaper in search of jobs to destroy”, stressing the need for a strong worker voice in shaping the AI transition.