Wendy’s turns to AI-powered chatbots for drive-thru orders
BNN Bloomberg
Wendy’s Co. will begin testing an artificial intelligence-powered chatbot next month that will talk to customers and take drive-thru orders, becoming the latest fast-food chain to employ the technology.
The system, powered by Google Cloud’s AI software, will be as natural as talking to an employee and has the ability to understand speech and answer frequently asked questions, the company said.
Wendy’s is one of several restaurants incorporating AI and automation to improve customer service, while grappling with labor shortages. What’s more, drive-thrus have surged in popularity during the pandemic, with the chain saying 80 per cent of its customers prefer ordering that way.
This “creates a huge opportunity for us to deliver a truly differentiated, faster and frictionless experience for our customers,” Chief Executive Officer Todd Penegor said in a statement.
