How Wendy's is Revolutionizing the Drive-Thru Exp with an A.I. Chatbot that Speaks Your Language

Wendy’s, the popular fast-food chain, has announced plans to test an artificial intelligence-powered chatbot to take drive-thru orders at one of its company-owned stores near Columbus, Ohio, next month. The move comes as the industry continues to grapple with labor shortages and increasing demand for drive-thru orders amid the ongoing COVID-19 pandemic.

The AI chatbot system, powered by Google Cloud’s AI software, has been designed to be as natural as talking to a human employee, with the ability to understand speech and answer frequently asked questions. According to the company, the chatbot will be able to understand that a “milkshake” is actually a “Frosty” in the chain’s lingo, a nod to the importance of getting orders right and reducing miscommunications.

Wendy’s is not the only fast-food chain exploring AI technology to improve customer service. McDonald’s, for example, has already implemented AI-powered drive-thru menus, while Burger King is testing a similar chatbot system in Brazil.

The introduction of AI chatbots in the fast-food industry raises questions about the future of work, as the technology could potentially replace human workers. However, Wendy’s has said that the chatbot is meant to improve the ordering process and reduce miscommunications, not replace human employees.

The test location will have a restaurant employee monitoring the drive-thru to ensure that the AI can handle all requests, and be available in case a customer requests to speak with a human. The chatbot will have a female voice, and be able to understand requested items that are not phrased exactly as they appear on the menu. Once the AI confirms the order on a screen that customers can see, a ticket will be sent to the kitchen, just like when an employee takes an order.

The AI chatbot is expected to boost order accuracy, which was 79% in 2022 according to data provider Intouch Insight. Wendy’s initial goal for the chatbot is to increase accuracy past 85%, which would put it on par with competitors.

While the use of AI chatbots in the fast-food industry is still in its early stages, the technology is already being used in other areas of the service industry. For example, Presto Automation offers an AI ordering platform for restaurants, and its chairman and interim CEO, Krishna Gupta, has said that he believes in three years, there will not be a drive-thru with a human taking orders.

Overall, the use of AI chatbots in the fast-food industry is part of a larger trend towards automation and digitization that has accelerated during the COVID-19 pandemic. As consumers continue to demand faster and more efficient service, the role of AI and other technologies is likely to grow in the industry and beyond.