Fast food goes high tech with new A.I. drive-thrus
AI-Generated Summary
Wendy’s has introduced AI technology into its drive-thru systems across nearly 100 locations in the U.S., utilizing generative AI to automate order-taking. This system listens, interprets, and processes customer orders, constantly improving over time. However, it currently supports Spanish but not other languages like French. While AI streamlines operations, human oversight remains in place to handle unique or off-menu requests and manage meal preparation. Although concerns about job displacement arise, the company emphasizes that AI acts as an assistant rather than a replacement for human workers. Rising high-tech trends in the food industry also include robotic systems and automated processes. Wendy’s may continue experimenting with AI integration in the future.
📜 Full Transcript
>>> THERE ARE MORE >>> THERE ARE MORE
HIGH-TECH CHANGES >>> THERE ARE MORE
HIGH-TECH CHANGES
COMING TO FAST FOOD HIGH-TECH CHANGES
COMING TO FAST FOOD
CHAINS. COMING TO FAST FOOD
CHAINS.
WENDY’S IS NOW USING CHAINS.
WENDY’S IS NOW USING
A.I. WENDY’S IS NOW USING
A.I.
TO TAKE YOUR DRIVE- A.I.
TO TAKE YOUR DRIVE-
THROUGH ORDER. TO TAKE YOUR DRIVE-
THROUGH ORDER.
BUT DOES IT REALLY THROUGH ORDER.
BUT DOES IT REALLY
WORK BETTER THAN BUT DOES IT REALLY
WORK BETTER THAN
TALKING TO AN ACTUAL WORK BETTER THAN
TALKING TO AN ACTUAL
HUMAN? TALKING TO AN ACTUAL
HUMAN?
WE GOT AN EXCLUSIVE HUMAN?
WE GOT AN EXCLUSIVE
BEHIND-THE-SCENES WE GOT AN EXCLUSIVE
BEHIND-THE-SCENES
LOOK AT THE NEW BEHIND-THE-SCENES
LOOK AT THE NEW
TECHNOLOGY AND PUT LOOK AT THE NEW
TECHNOLOGY AND PUT
IT TO THE TEST. TECHNOLOGY AND PUT
IT TO THE TEST.
>> Reporter: IT IT TO THE TEST.
>> Reporter: IT
LOOKS LIKE A TYPICAL >> Reporter: IT
LOOKS LIKE A TYPICAL
DRIVE-THROUGH. LOOKS LIKE A TYPICAL
DRIVE-THROUGH.
BUT THE BOYS TAKING DRIVE-THROUGH.
BUT THE BOYS TAKING
ORDERS AT THIS BUT THE BOYS TAKING
ORDERS AT THIS
WENDY’S IS ACTUALLY ORDERS AT THIS
WENDY’S IS ACTUALLY
POWERED BY WENDY’S IS ACTUALLY
POWERED BY
ARTIFICIAL POWERED BY
ARTIFICIAL
INTELLIGENCE. ARTIFICIAL
INTELLIGENCE.
DID YOU KNOW WE WERE INTELLIGENCE.
DID YOU KNOW WE WERE
TALKING TO? DID YOU KNOW WE WERE
TALKING TO?
IT’S PART OF THEIR TALKING TO?
IT’S PART OF THEIR
FUTURE. IT’S PART OF THEIR
FUTURE.
THEY CALL IT FRESH FUTURE.
THEY CALL IT FRESH
A.I. THEY CALL IT FRESH
A.I.
>> WE ARE THINKING A.I.
>> WE ARE THINKING
ABOUT WHAT IS THE >> WE ARE THINKING
ABOUT WHAT IS THE
RIGHT TECHNOLOGY ABOUT WHAT IS THE
RIGHT TECHNOLOGY
THAT SOLVES THE RIGHT TECHNOLOGY
THAT SOLVES THE
RIGHT PROBLEM? THAT SOLVES THE
RIGHT PROBLEM?
>> Reporter: A RIGHT PROBLEM?
>> Reporter: A
CUSTOMER DRIVES UP >> Reporter: A
CUSTOMER DRIVES UP
AND TALKS INTO THE CUSTOMER DRIVES UP
AND TALKS INTO THE
SPEAKER. AND TALKS INTO THE
SPEAKER.
THE A.I. SPEAKER.
THE A.I.
TAKES THE ORDER, THE A.I.
TAKES THE ORDER,
LISTENING AND TAKES THE ORDER,
LISTENING AND
RESPONDING TO LISTENING AND
RESPONDING TO
QUESTIONS. RESPONDING TO
QUESTIONS.
>> CAN I GET TWO QUESTIONS.
>> CAN I GET TWO
DOUBLE STACKS? >> CAN I GET TWO
DOUBLE STACKS?
>> Reporter: INSIDE DOUBLE STACKS?
>> Reporter: INSIDE
HUMAN WORKERS WATCH >> Reporter: INSIDE
HUMAN WORKERS WATCH
A MONITOR AS THE HUMAN WORKERS WATCH
A MONITOR AS THE
ORDER COMES AND THEN A MONITOR AS THE
ORDER COMES AND THEN
THEY PREPARE THE ORDER COMES AND THEN
THEY PREPARE THE
MEAL. THEY PREPARE THE
MEAL.
WE WENT THROUGH THE MEAL.
WE WENT THROUGH THE
DRIVE-THROUGH TO SEE WE WENT THROUGH THE
DRIVE-THROUGH TO SEE
HOW IT WORKS. DRIVE-THROUGH TO SEE
HOW IT WORKS.
HI, I WOULD LIKE SIX HOW IT WORKS.
HI, I WOULD LIKE SIX
REGULAR NUGGETS AND HI, I WOULD LIKE SIX
REGULAR NUGGETS AND
SIX SPICY NUGGETS. REGULAR NUGGETS AND
SIX SPICY NUGGETS.
SPICY NUGGETS HERE, SIX SPICY NUGGETS.
SPICY NUGGETS HERE,
REGULAR NUGGETS HERE. SPICY NUGGETS HERE,
REGULAR NUGGETS HERE.
THIS TIME I TRIED TO REGULAR NUGGETS HERE.
THIS TIME I TRIED TO
TRIP IT UP. THIS TIME I TRIED TO
TRIP IT UP.
ORDERING SOMETHING TRIP IT UP.
ORDERING SOMETHING
NOT ON THE MENU. ORDERING SOMETHING
NOT ON THE MENU.
THAT’S WHEN HUMAN NOT ON THE MENU.
THAT’S WHEN HUMAN
STEPPED IN. THAT’S WHEN HUMAN
STEPPED IN.
IN 2023 WENDY’S STEPPED IN.
IN 2023 WENDY’S
STARTED OFFERING IN 2023 WENDY’S
STARTED OFFERING
A.I. STARTED OFFERING
A.I.
DRIVE-THROUGH AND A.I.
DRIVE-THROUGH AND
NOW NEARLY 100 DRIVE-THROUGH AND
NOW NEARLY 100
ACROSS 19 STATES NOW NEARLY 100
ACROSS 19 STATES
WITH MORE ON THE ACROSS 19 STATES
WITH MORE ON THE
WAY.>> IF I WANT TO WITH MORE ON THE
WAY.>> IF I WANT TO
ORDER IN FRENCH, WAY.>> IF I WANT TO
ORDER IN FRENCH,
COULD I? ORDER IN FRENCH,
COULD I?
>> YOU CANNOT COULD I?
>> YOU CANNOT
CURRENTLY ORDER IN >> YOU CANNOT
CURRENTLY ORDER IN
FRENCH BUT YOU CAN CURRENTLY ORDER IN
FRENCH BUT YOU CAN
ORDER IN SPANISH. FRENCH BUT YOU CAN
ORDER IN SPANISH.
>> Reporter: IT’S ORDER IN SPANISH.
>> Reporter: IT’S
PART OF A TREND AS >> Reporter: IT’S
PART OF A TREND AS
THE FOOD INDUSTRY PART OF A TREND AS
THE FOOD INDUSTRY
GOES HIGH-TECH. THE FOOD INDUSTRY
GOES HIGH-TECH.
THEY ARE INSTALLING GOES HIGH-TECH.
THEY ARE INSTALLING
SELF-SERVE KIOSKS TO THEY ARE INSTALLING
SELF-SERVE KIOSKS TO
PLACE YOUR ORDERS. SELF-SERVE KIOSKS TO
PLACE YOUR ORDERS.
SOME HAVE AUTOMATED PLACE YOUR ORDERS.
SOME HAVE AUTOMATED
KITCHENS CREATING SOME HAVE AUTOMATED
KITCHENS CREATING
SALAD. KITCHENS CREATING
SALAD.
CHIPOTLE IS TESTING SALAD.
CHIPOTLE IS TESTING
ROBOTS. CHIPOTLE IS TESTING
ROBOTS.
McDONALD ALSO ROBOTS.
McDONALD ALSO
EXPERIMENTED WITH McDONALD ALSO
EXPERIMENTED WITH
A.I. EXPERIMENTED WITH
A.I.
DRIVE-THRUS AND TOOK A.I.
DRIVE-THRUS AND TOOK
IT OFF THE MENU. DRIVE-THRUS AND TOOK
IT OFF THE MENU.
THEY SAID THEY MAY IT OFF THE MENU.
THEY SAID THEY MAY
REVISIT THEM IN THE THEY SAID THEY MAY
REVISIT THEM IN THE
FUTURE. REVISIT THEM IN THE
FUTURE.
WHEN WENDY’S FUTURE.
WHEN WENDY’S
PARTNERED WITH WHEN WENDY’S
PARTNERED WITH
GOOGLE CLOUD, IT PARTNERED WITH
GOOGLE CLOUD, IT
USES GENERATIVE GOOGLE CLOUD, IT
USES GENERATIVE
A.I., WHICH MEANS USES GENERATIVE
A.I., WHICH MEANS
IT’S ALWAYS LEARNING A.I., WHICH MEANS
IT’S ALWAYS LEARNING
AND SHOULD IMPROVE IT’S ALWAYS LEARNING
AND SHOULD IMPROVE
OVER TIME. AND SHOULD IMPROVE
OVER TIME.
BUT IT RAISES OVER TIME.
BUT IT RAISES
CONCERNS FOR SOME BUT IT RAISES
CONCERNS FOR SOME
PEOPLE. CONCERNS FOR SOME
PEOPLE.
>> I HATE TO SEE PEOPLE.
>> I HATE TO SEE
SOMEONE LOSE THEIR >> I HATE TO SEE
SOMEONE LOSE THEIR
JOB. SOMEONE LOSE THEIR
JOB.
>> Reporter: JOB.
>> Reporter:
COULD’VE PUT PEOPLE >> Reporter:
COULD’VE PUT PEOPLE
OUT OF WORK? COULD’VE PUT PEOPLE
OUT OF WORK?
>> IT’S AN ASSISTANT OUT OF WORK?
>> IT’S AN ASSISTANT
AND NOT A >> IT’S AN ASSISTANT
AND NOT A
REPLACEMENT. AND NOT A
REPLACEMENT.
>> Reporter: REPLACEMENT.
>> Reporter:
CUSTOMER SEEM
HIGH-TECH CHANGES >>> THERE ARE MORE
HIGH-TECH CHANGES
COMING TO FAST FOOD HIGH-TECH CHANGES
COMING TO FAST FOOD
CHAINS. COMING TO FAST FOOD
CHAINS.
WENDY’S IS NOW USING CHAINS.
WENDY’S IS NOW USING
A.I. WENDY’S IS NOW USING
A.I.
TO TAKE YOUR DRIVE- A.I.
TO TAKE YOUR DRIVE-
THROUGH ORDER. TO TAKE YOUR DRIVE-
THROUGH ORDER.
BUT DOES IT REALLY THROUGH ORDER.
BUT DOES IT REALLY
WORK BETTER THAN BUT DOES IT REALLY
WORK BETTER THAN
TALKING TO AN ACTUAL WORK BETTER THAN
TALKING TO AN ACTUAL
HUMAN? TALKING TO AN ACTUAL
HUMAN?
WE GOT AN EXCLUSIVE HUMAN?
WE GOT AN EXCLUSIVE
BEHIND-THE-SCENES WE GOT AN EXCLUSIVE
BEHIND-THE-SCENES
LOOK AT THE NEW BEHIND-THE-SCENES
LOOK AT THE NEW
TECHNOLOGY AND PUT LOOK AT THE NEW
TECHNOLOGY AND PUT
IT TO THE TEST. TECHNOLOGY AND PUT
IT TO THE TEST.
>> Reporter: IT IT TO THE TEST.
>> Reporter: IT
LOOKS LIKE A TYPICAL >> Reporter: IT
LOOKS LIKE A TYPICAL
DRIVE-THROUGH. LOOKS LIKE A TYPICAL
DRIVE-THROUGH.
BUT THE BOYS TAKING DRIVE-THROUGH.
BUT THE BOYS TAKING
ORDERS AT THIS BUT THE BOYS TAKING
ORDERS AT THIS
WENDY’S IS ACTUALLY ORDERS AT THIS
WENDY’S IS ACTUALLY
POWERED BY WENDY’S IS ACTUALLY
POWERED BY
ARTIFICIAL POWERED BY
ARTIFICIAL
INTELLIGENCE. ARTIFICIAL
INTELLIGENCE.
DID YOU KNOW WE WERE INTELLIGENCE.
DID YOU KNOW WE WERE
TALKING TO? DID YOU KNOW WE WERE
TALKING TO?
IT’S PART OF THEIR TALKING TO?
IT’S PART OF THEIR
FUTURE. IT’S PART OF THEIR
FUTURE.
THEY CALL IT FRESH FUTURE.
THEY CALL IT FRESH
A.I. THEY CALL IT FRESH
A.I.
>> WE ARE THINKING A.I.
>> WE ARE THINKING
ABOUT WHAT IS THE >> WE ARE THINKING
ABOUT WHAT IS THE
RIGHT TECHNOLOGY ABOUT WHAT IS THE
RIGHT TECHNOLOGY
THAT SOLVES THE RIGHT TECHNOLOGY
THAT SOLVES THE
RIGHT PROBLEM? THAT SOLVES THE
RIGHT PROBLEM?
>> Reporter: A RIGHT PROBLEM?
>> Reporter: A
CUSTOMER DRIVES UP >> Reporter: A
CUSTOMER DRIVES UP
AND TALKS INTO THE CUSTOMER DRIVES UP
AND TALKS INTO THE
SPEAKER. AND TALKS INTO THE
SPEAKER.
THE A.I. SPEAKER.
THE A.I.
TAKES THE ORDER, THE A.I.
TAKES THE ORDER,
LISTENING AND TAKES THE ORDER,
LISTENING AND
RESPONDING TO LISTENING AND
RESPONDING TO
QUESTIONS. RESPONDING TO
QUESTIONS.
>> CAN I GET TWO QUESTIONS.
>> CAN I GET TWO
DOUBLE STACKS? >> CAN I GET TWO
DOUBLE STACKS?
>> Reporter: INSIDE DOUBLE STACKS?
>> Reporter: INSIDE
HUMAN WORKERS WATCH >> Reporter: INSIDE
HUMAN WORKERS WATCH
A MONITOR AS THE HUMAN WORKERS WATCH
A MONITOR AS THE
ORDER COMES AND THEN A MONITOR AS THE
ORDER COMES AND THEN
THEY PREPARE THE ORDER COMES AND THEN
THEY PREPARE THE
MEAL. THEY PREPARE THE
MEAL.
WE WENT THROUGH THE MEAL.
WE WENT THROUGH THE
DRIVE-THROUGH TO SEE WE WENT THROUGH THE
DRIVE-THROUGH TO SEE
HOW IT WORKS. DRIVE-THROUGH TO SEE
HOW IT WORKS.
HI, I WOULD LIKE SIX HOW IT WORKS.
HI, I WOULD LIKE SIX
REGULAR NUGGETS AND HI, I WOULD LIKE SIX
REGULAR NUGGETS AND
SIX SPICY NUGGETS. REGULAR NUGGETS AND
SIX SPICY NUGGETS.
SPICY NUGGETS HERE, SIX SPICY NUGGETS.
SPICY NUGGETS HERE,
REGULAR NUGGETS HERE. SPICY NUGGETS HERE,
REGULAR NUGGETS HERE.
THIS TIME I TRIED TO REGULAR NUGGETS HERE.
THIS TIME I TRIED TO
TRIP IT UP. THIS TIME I TRIED TO
TRIP IT UP.
ORDERING SOMETHING TRIP IT UP.
ORDERING SOMETHING
NOT ON THE MENU. ORDERING SOMETHING
NOT ON THE MENU.
THAT’S WHEN HUMAN NOT ON THE MENU.
THAT’S WHEN HUMAN
STEPPED IN. THAT’S WHEN HUMAN
STEPPED IN.
IN 2023 WENDY’S STEPPED IN.
IN 2023 WENDY’S
STARTED OFFERING IN 2023 WENDY’S
STARTED OFFERING
A.I. STARTED OFFERING
A.I.
DRIVE-THROUGH AND A.I.
DRIVE-THROUGH AND
NOW NEARLY 100 DRIVE-THROUGH AND
NOW NEARLY 100
ACROSS 19 STATES NOW NEARLY 100
ACROSS 19 STATES
WITH MORE ON THE ACROSS 19 STATES
WITH MORE ON THE
WAY.>> IF I WANT TO WITH MORE ON THE
WAY.>> IF I WANT TO
ORDER IN FRENCH, WAY.>> IF I WANT TO
ORDER IN FRENCH,
COULD I? ORDER IN FRENCH,
COULD I?
>> YOU CANNOT COULD I?
>> YOU CANNOT
CURRENTLY ORDER IN >> YOU CANNOT
CURRENTLY ORDER IN
FRENCH BUT YOU CAN CURRENTLY ORDER IN
FRENCH BUT YOU CAN
ORDER IN SPANISH. FRENCH BUT YOU CAN
ORDER IN SPANISH.
>> Reporter: IT’S ORDER IN SPANISH.
>> Reporter: IT’S
PART OF A TREND AS >> Reporter: IT’S
PART OF A TREND AS
THE FOOD INDUSTRY PART OF A TREND AS
THE FOOD INDUSTRY
GOES HIGH-TECH. THE FOOD INDUSTRY
GOES HIGH-TECH.
THEY ARE INSTALLING GOES HIGH-TECH.
THEY ARE INSTALLING
SELF-SERVE KIOSKS TO THEY ARE INSTALLING
SELF-SERVE KIOSKS TO
PLACE YOUR ORDERS. SELF-SERVE KIOSKS TO
PLACE YOUR ORDERS.
SOME HAVE AUTOMATED PLACE YOUR ORDERS.
SOME HAVE AUTOMATED
KITCHENS CREATING SOME HAVE AUTOMATED
KITCHENS CREATING
SALAD. KITCHENS CREATING
SALAD.
CHIPOTLE IS TESTING SALAD.
CHIPOTLE IS TESTING
ROBOTS. CHIPOTLE IS TESTING
ROBOTS.
McDONALD ALSO ROBOTS.
McDONALD ALSO
EXPERIMENTED WITH McDONALD ALSO
EXPERIMENTED WITH
A.I. EXPERIMENTED WITH
A.I.
DRIVE-THRUS AND TOOK A.I.
DRIVE-THRUS AND TOOK
IT OFF THE MENU. DRIVE-THRUS AND TOOK
IT OFF THE MENU.
THEY SAID THEY MAY IT OFF THE MENU.
THEY SAID THEY MAY
REVISIT THEM IN THE THEY SAID THEY MAY
REVISIT THEM IN THE
FUTURE. REVISIT THEM IN THE
FUTURE.
WHEN WENDY’S FUTURE.
WHEN WENDY’S
PARTNERED WITH WHEN WENDY’S
PARTNERED WITH
GOOGLE CLOUD, IT PARTNERED WITH
GOOGLE CLOUD, IT
USES GENERATIVE GOOGLE CLOUD, IT
USES GENERATIVE
A.I., WHICH MEANS USES GENERATIVE
A.I., WHICH MEANS
IT’S ALWAYS LEARNING A.I., WHICH MEANS
IT’S ALWAYS LEARNING
AND SHOULD IMPROVE IT’S ALWAYS LEARNING
AND SHOULD IMPROVE
OVER TIME. AND SHOULD IMPROVE
OVER TIME.
BUT IT RAISES OVER TIME.
BUT IT RAISES
CONCERNS FOR SOME BUT IT RAISES
CONCERNS FOR SOME
PEOPLE. CONCERNS FOR SOME
PEOPLE.
>> I HATE TO SEE PEOPLE.
>> I HATE TO SEE
SOMEONE LOSE THEIR >> I HATE TO SEE
SOMEONE LOSE THEIR
JOB. SOMEONE LOSE THEIR
JOB.
>> Reporter: JOB.
>> Reporter:
COULD’VE PUT PEOPLE >> Reporter:
COULD’VE PUT PEOPLE
OUT OF WORK? COULD’VE PUT PEOPLE
OUT OF WORK?
>> IT’S AN ASSISTANT OUT OF WORK?
>> IT’S AN ASSISTANT
AND NOT A >> IT’S AN ASSISTANT
AND NOT A
REPLACEMENT. AND NOT A
REPLACEMENT.
>> Reporter: REPLACEMENT.
>> Reporter:
CUSTOMER SEEM
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