Wendy’s Chief Information Officer, Matt Spessard, expressed confidence in the fast-food chain’s use of generative artificial intelligence in its drive-thru operations. In a recent interview with Fortune, Spessard stated that the company is becoming “more and more bullish” on the technology it has developed, particularly through its partnership with Google Cloud.
The AI-driven voice-ordering system, named Wendy’s FreshAI, utilizes Google Cloud’s large language model to process orders in both English and Spanish. This new feature is designed to boost productivity by allowing crew members more time to prepare food while also reducing costs.
Initial tests of Wendy’s FreshAI at a restaurant in Columbus, Ohio, have shown promising results. The service times there were recorded as being “22 seconds faster than the average in the region,” according to Fortune.
Wendy’s is not alone in adopting AI for its drive-thrus. Other fast-food chains, including Taco Bell, Checkers, and Carl’s Jr., are also deploying AI-driven systems at numerous locations across the U.S. In contrast, McDonald’s has decided to phase out its AI technology after ending a two-year partnership with IBM in June.
Wendy’s is enhancing its AI technology by adjusting the tone of the voice ordering to make it sound more friendly and welcoming.
“Our experience shows that customers are ready to engage with automated ordering systems like the FreshAI assistant,” Spessard said. “People are already familiar with voice assistants in their homes and on their phones. What we offer is a friendlier, more hospitable version of those technologies.”
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