Wendy’s, the popular fast-food chain, is set to introduce a state-of-the-art drive-thru ordering system that uses artificial intelligence (AI) technology to take orders from customers. This new system is expected to enhance speed and improve customer experience at the chain’s drive-thru restaurants.
The AI technology, developed by the San Diego-based startup, “Xenovia”, uses machine learning and natural language processing to enable Wendy’s drive-thru customers to place orders by using voice commands. The chatbot system is designed to understand customers’ orders, make recommendations and process payment securely and efficiently.
According to a statement made by Wendy’s executives, the company worked with Xenovia for a year to develop the AI system, and it will be installed in all U.S. Wendy’s restaurants by the end of 2021. Wendy’s has already tested the system in some locations since 2019, and the results were very promising.
“The pandemic has accelerated the need for contactless solutions and a drive-thru experience that can deliver fast and accurate services to our customers safely,” said John Koumoutsos, Vice President of Digital Experience and Innovation at Wendy’s.
Many fast-food chains have been experimenting with AI technology as a way to streamline the ordering process. However, Wendy’s AI chatbot appears to be one of the most advanced technologies of its kind.
The use of AI in the fast-food industry is expected to revolutionize the way customers place orders, leading to faster service, increased efficiency and accuracy. However, there are concerns that the technology may eventually lead to the displacement of human labor.
Wendy’s has assured its customers that the AI technology will not replace employees but will enhance their productivity and help to reduce customer wait times. “Our goal is to balance the drive-thru experience with the opportunity to have a face-to-face interaction, which is still important,” said Koumoutsos.
As the AI chatbot rolls out in Wendy’s drive-thru restaurants across the United States, many customers are looking forward to experiencing the efficiency and accuracy of the new system. The introduction of this technology marks a significant step in the fast-food industry and shows that the use of AI technology is likely to become more commonplace in the future.