Wendy’s, the popular fast-food chain, is introducing a new AI chatbot technology to make their drive-through service faster and more efficient.
They’re using an AI chatbot, powered by advanced software developed by Google.
This customer service chatbot is trained to understand how customers place their food orders in different ways.
The main goal is to improve the ordering process and avoid long lines at the drive-through, which can be frustrating for customers.
Wendy’s CEO, Todd Penegor, explains that the chatbot will have a friendly and natural tone, giving the impression of talking to a real employee.
To achieve this, Wendy’s has partnered with Google to create an intelligent AI system.
This system, a Large Language Model (LLM), is built on a vast collection of words, phrases, and expressions from different dialects and accents.
Its purpose is to comprehend and mimic human speech.
Wendy’s has customized the AI system to include specific terms and phrases commonly used by customers when ordering their favorite items like burgers, fries, and drinks.
For instance, they’ve included terms like “JBC” for junior bacon cheeseburger or “biggie bags” for various meal combinations.
The AI system has been trained to handle complex situations, such as dealing with background noise in a car or customers changing their minds during an order.
The chatbot not only takes orders but also suggests additional items, such as larger sizes or special promotions.
Once an order is placed, it appears on a screen for the kitchen staff to prepare, and the food is then handed to the customer at the drive-through window.
After testing this new technology at one of their restaurants, Wendy’s has received positive feedback.
They believe that the chatbot performs as well as their best customer service representative, and sometimes even better.
Their aim is to demonstrate to franchisees that this technology can enhance speed and consistency of service.
Wendy’s aims to serve more customers through the drive-through lane, as it is where the majority of their orders are received.
By speeding up the ordering process, they hope to increase sales and provide a better experience for customers.
Wendy’s claims that this initiative is not intended to replace workers, but rather to assist them and simplify their tasks.
In my opinion, it is apparent that Wendy’s decision to implement chatbots in their drive-through service is driven by the goal of improving efficiency and reducing costs.
Although the company states that their intention is not to dismiss employees, I hold the view that this move might result in a decrease in hiring.
This initiative is part of a broader restructuring plan that has been announced in recent years.
The significance of this development lies in the increased reliance on drive-through orders, particularly since the pandemic.
With a potentially significant portion of orders now being placed through the drive-through, utilizing chatbots instead of human staff has the potential to enhance the company’s financial performance.
I perceive this as an early indication of the potential for chatbots to assume certain human roles in the future.