Wendy’s, the American restaurant chain, is set to expand the implementation of its AI-driven drive-thru platform to additional restaurant locations throughout the United States.
The pilot platform, named Wendy’s FreshAI, has been crafted to tackle issues that a typical AI might encounter in a drive-thru scenario. This includes deciphering casual conversations with customers and managing the restaurant chain’s menu, which boasts extensive customization options and numerous configurations.
In May 2023, Wendy’s collaborated with Google Cloud to launch an AI-driven platform for customer orders. This platform underwent testing for several months at Wendy’s Columbus, Ohio location, yielding valuable insights and lessons during the process.
The accuracy, measured by the percentage of orders successfully processed by Wendy’s FreshAI without the need for intervention from restaurant staff, averaged at 86% during the pilot phase.
The effectiveness of AI drive-thru service is gauged by the volume of orders processed without human intervention and the ability to provide a consistent experience for customers.
The AI system reduces the average service time for each transaction by 22 seconds.
FreshAI is anticipated to function as a supportive assistant, aiding rather than replacing the employees stationed at the drive-thru.
FreshAI has been implemented in four Wendy’s establishments in Columbus, Ohio, with additional deployments scheduled by the end of 2023 and early in 2024.
The company intends to adopt a multi-channel strategy by incorporating the AI system into its app, in-restaurant kiosks, mobile devices, and smart home devices.
