Wendy's Inc. is piloting an artificial intelligence (AI)-powered chatbot designed to handle drive-thru orders at one of its Columbus, Ohio locations starting this June. The system, powered by Google Cloud’s AI software, aims to provide a natural and conversational ordering experience similar to interacting with a human employee.
The chatbot has been trained to understand various terms and phrases specific to the Wendy's menu. For example, it can recognize that someone asking for a “JBC” wants a junior bacon cheeseburger. According to Todd Penegor, CEO of Wendy's, the goal is not only streamlining the ordering process but also reducing waiting times in drive-thrus.
During this pilot phase, an actual restaurant employee will monitor interactions between customers and the AI-powered system as backup support if any issues arise or if customers request speaking with a human.
Wendy's Chief Information Officer praised the technology while acknowledging its current limitations: "The chatbot performs on average better than any other employee; however, our initial goal is boosting its efficiency past 85%, which would put it on par with competitors."
To ensure optimal performance during customer interactions at the drive-thru window, Google engineers have trained their natural language software specifically for use in this context. This includes focusing on eliminating background noise from cars such as music or children in order to concentrate solely on interpreting and responding accurately to customer requests.
As labor shortages continue within food service industries across America and beyond—of particular concern are fast-food chains like Wendy’s—the adoption of AI systems has become increasingly popular among businesses seeking innovative ways of improving overall customer experiences through automation.
However, some experts warn against embracing these technologies too quickly without considering potential risks associated with increased reliance upon artificial intelligence solutions within society-at-large—including Elon Musk himself who previously referred such rapid developments as partaking in what he deems a "dangerous race."
Nonetheless, Wendy's remains committed to exploring AI-powered solutions as a means of not only enhancing its services but also empowering employees working within the restaurant industry.