Wendy’s has been collaborating with Google and they have come up with what they have called a FreshAI system. This platform is based on conversational AI which is a technology that offers human-like interactions between humans and computers
Wendy’s To Begin Replacing Drive-Thru Staff With AI Chatbots
AI, or artificial intelligence, in the technology sense, has been around since the 1950’s, but nobody heard much about it. Fast forward to 2023, and just about every technology article reports some kind of new AI development; to the point AI is becoming mainstream. From voice recognition, to chatbots, educational tools, self-driving cars, online shopping, healthcare, and now, fast-food restaurants. Yes, folks, you might think you are talking to a human, but if Wendy’s is your favorite restaurant and you want to order a single with cheese, you might not be giving your order to a human.
Last week, Wendy’s CIO indicated that starting in June of 2023, a few select restaurants will roll out AI chatbots in their drive-thru windows. He indicated that the chatbot, on average, will be better than their best customer service representative.
Wendy’s has been collaborating with Google and they have come up with what they have called a FreshAI system, which is who (or is that what?) will be taking your orders at the drive-thru window. This platform is based on conversational AI which is a technology that offers human-like interactions between humans and computers. The computer recognizes certain speech, text and even some forms of “slang.”
So, when Wendy’s rolls out the testing program in Columbus, Ohio, next month, the computer on the other end of the drive-thru will already be programmed, or “trained”, to take your order and answer questions about the menu. Wendy’s states the “training” is likened to the training given to its human staff when they are hired and learning about the drive-thru process.
It is Wendy’s goal to create a faster and frictionless experience for their customers. They hope that by bringing AI technology to the drive-thru it will allow their employees to focus on building relationships with customers and focusing on better food productivity and quality. If the program is successful in Columbus, Wendy’s will expand its AI service to others drive-thru locations.
