May 10, 2023

The Future of Fast Food: Wendys AI Drive-Thru Operator

Published: May 10, 2023 at 11:00 am Updated: May 10, 2023 at 11:00 am

Edited and fact-checked: May 10, 2023 at 11:00 am

In Brief

Wendy’s says its “FreshAI” bot reduces costs, focusing funds elsewhere. Others worry that skilled movers will be jobless.

According to Wendy’s, ‘FreshAI’ reduces costs by focusing expenditures on low-value assets; others are concerned that eventually, those with less experience will have a hard time finding employment.

Artificial intelligence (AI) chatbot dubbed “Wendy’s FreshAI” will take orders from Wendy’s drive-thru customers after the fast food chain partnered with Google Cloud to create the bot. According to a May 9 announcement from Google Cloud, chatbots will “revolutionize the quick service restaurant industry.” Up to 80% of Wendy’s customers prefer to place their orders via drive-thru, so it could affect how the fast food chain operations in a major way.

OpenAI’s ChatGPT utilizes natural language processing to comprehend what people are saying and uses machine learning to generate a response. The generative AI project is part of Wendy’s effort to transform its business by using generative AI to benefit customers, employees, and the general restaurant experience. According to Wendy’s CEO and president Todd Penegor, the chatbot will be “very conservational,” making “you won’t know you’re talking to anybody but an employee.”’

Since Wendy’s dishes can be personalized and are made upon order, FreshAI will face many challenges once introduced. There are billions of possible meal combinations and plenty of room for miscommunication or incorrect orders. Apart from a complex menu, the chatbot will have to filter out any background noise as it can make communication even harder.

“Wendy’s has always been at the forefront of innovation, and we’re thrilled to build upon our partnership with the company with our new generative AI technologies,” said Thomas Kurian, CEO at Google Cloud. “Generative AI is fundamentally changing how people interact with brands, and we anticipate Wendy’s integration of Google Cloud’s generative AI technology will set a new standard for great drive-thru experiences for the quick-service industry.”

In June, Wendy’s FreshAI will be tested at a Columbus, Ohio, restaurant. Customers will still be able to speak to a human. However, some respondents pointed out that the announcement is nothing but another attempt to “completely destroy” jobs and unsurprisingly, many young people and others with less expertise would be affected by the change. The enormous growth of AI has many people worried that it would result in massive job losses because of its use in tasks previously handled by humans, despite its impressive capacity for improvement.

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About The Author

Nik is an accomplished analyst and writer at Metaverse Post, specializing in delivering cutting-edge insights into the fast-paced world of technology, with a particular emphasis on AI/ML, XR, VR, on-chain analytics, and blockchain development. His articles engage and inform a diverse audience, helping them stay ahead of the technological curve. Possessing a Master's degree in Economics and Management, Nik has a solid grasp of the nuances of the business world and its intersection with emergent technologies.

Nik Asti