Wendy's Expanding Use of AI Chatbot To Take Orders At Drive-Thrus

According to Bloomberg, Wendy's is expanding its test of an AI-powered chatbot that takes orders at the drive-thru. From the report: Franchisees will get the chance to test the product in 2024, the Dublin, Ohio-based chain said Monday. The tool, powered by Google Cloud's AI software, is currently active in four company-operated restaurants near Columbus. More locations are slated to start using it soon. Wendy's announced the pilot in May, joining the AI race as fast-food joints contended with elevated labor costs and the enduring popularity of drive-thrus.

In writing for the chain, Matt Spessard, senior vice president and global chief technology officer, said Monday the software could on average take 86% of orders without intervention from restaurant staff, just exceeding the 85% target outlined earlier this year. The system, called Wendy's FreshAI, uses generative AI to create responses and adapt to customers in real time, Wendy's said. In one location, service times were 22 seconds faster than the average for Columbus.

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