Wendy’s is significantly expanding its AI-powered drive-thru ordering system to ‘hundreds of restaurants’ by 2025, following successful pilot programs. The fast-food chain is partnering with Google Cloud to implement FreshAI, a conversational AI system designed to take customer orders with high accuracy and consistency. The technology aims to improve order accuracy, reduce wait times, and provide a more efficient customer experience. Initial testing showed the AI system successfully processed 75% of drive-thru orders with minimal employee intervention. The expansion represents a growing trend in the fast-food industry’s adoption of AI technology, following similar moves by companies like McDonald’s and Burger King. While Wendy’s emphasizes that human employees will remain essential for food preparation and customer service, the AI implementation is expected to help address labor shortages and reduce operational costs. The company plans to maintain human oversight of AI interactions to ensure quality control and handle complex orders or customer service issues. This technological advancement marks a significant shift in how fast-food chains approach customer service, balancing automation with human touch. The move is part of Wendy’s broader digital transformation strategy, which includes modernizing operations and enhancing customer experience through technology.
Source: https://www.businessinsider.com/wendys-expanding-ai-ordering-hundreds-more-drive-thrus-2025-2