AI is Ready to Take Your Order in Wendy’s Drive-Thru
A June pilot will allow multiple lanes to operate simultaneously.
Quick service restaurants have been focusing more on the drive thru experience since the pandemic and in these efforts Wendy’s has just made a great leap forward: The company is embedding artificial intelligence in one of its restaurant drive thrus in a test pilot of the technology.
It is partnering with Google Cloud on a new solution called Wendy’s FreshAI that “has the potential to transform Wendy’s drive-thru food ordering experience with generative AI and large language models technology,” the company said.
Next month Wendy’s plans to launch Google Cloud’s AI technology in a Columbus, OH-area, company-operated restaurant and will use what it learned there to inform future expansions to more Wendy’s drive-thrus.
The pilot’s technology will be able to have conversations with customers, understand made-to-order requests and generate responses to frequently asked questions.
This pilot is just one example of the QSR sector’s push to create efficiencies in the workflow that lead to more profitability, Chris Maling, principal, Avison Young, tells GlobeSt.com.
But it has the potential to deliver a far more potent punch than other technologies that to date have been implemented in drive thrus, Bhavin Asher, CTO of GRUBBRR, tells GlobeSt.com.
“Implementing AI in drive-thrus can lead to a range of benefits,” according to Asher. “First, it automates the process, allowing multiple lanes to operate simultaneously, increasing throughput and reducing waiting times.
“Customers will have the convenience of ordering from their vehicles, even during peak hours, without having to wait in long queues. Additionally, AI algorithms can analyze customer data, order history, and preferences, enabling personalized recommendations and tailored promotions.”
He said that while the potential is immense, the adoption and stability of AI-powered drive-thrus will take time.
“Developing and implementing robust AI systems involves significant investment in technology infrastructure, software development, and staff training. The costs associated with acquiring, implementing, and maintaining AI solutions can be high. Moreover, ensuring data privacy and security will be paramount, requiring careful consideration and implementation of appropriate measures.
“However, despite these challenges, QSRs are confident that the long-term benefits outweigh the initial costs and complexities. The integration of AI in drive-thrus has the potential to reshape the QSR industry by improving operational efficiency, reducing errors, and delivering a more personalized customer experience.”