Wendy's Expands AI Chatbot Test for Drive-Thru Orders

Fast-food giant Wendy's is pushing forward with innovative technology as it expands testing of an AI chatbot designed for its drive-thru customers. This digital assistant, which is powered by Google Cloud's AI software, is part of the chain's effort to adapt to the changing landscape of fast-food service, where efficiency and technology play key roles.

Expanded Testing in 2024

The Ohio-based Wendy's is set to give franchisees the opportunity to implement the AI chatbot in 2024. This follows a series of tests in four Wendy's locations near Columbus, Ohio, where the technology is already taking orders from customers. The chain, which first announced the initiative in May, is positioning itself competitively in the realm of artificial intelligence within the fast-food industry—a sector grappling with high labor costs and a consistent demand for drive-thru services.

AI Performance and Efficiency

Wendy's FreshAI, the name given to the innovative system, utilizes generative AI to interact and adapt to customer interactions in real time. It boasts an impressive ability to handle as much as 86% of orders without human staff assistance, slightly above the initial goal of 85% autonomy. This advancement doesn't just signify a technological milestone for Wendy's; it translates into tangible benefits, including increased service speed. In one instance, the use of the AI chatbot resulted in service times that were 22 seconds quicker than the Columbus average.

AI, fast-food, technology