Wendy's will take an innovative approach by introducing a chatbot of artificial intelligence in its drive-thru service, in collaboration with Google. This new experience, scheduled to launch next month, marks the convergence of technology and gastronomy.
As reported by Wall Street Journal, Wendy’s plans to initially launch this new AI chatbot experience in just one restaurant located in Columbus, Ohio.
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Wendy's chatbot will be designed to recognize and utilize terms unique to the franchise, such as "biggie bag" and "JBC" (junior bacon cheeseburger), as noted by the newspaper. In addition to offering the differential of having the ability to understand accents and dialects, being able to work with noise.
The fast food chain has been enlisting software engineers from Google to develop a custom AI, leveraging the technology company's powerful language model.
The statement from Wendy's CEO Todd Penegor expressed excitement about the partnership with Google and Google Cloud's generative AI technology. It certainly is an incredible evolution!
Wendy's prepares to implement artificial intelligence
He highlighted that this collaboration offers a significant opportunity for Wendy's to deliver an exceptional customer experience, faster and hassle-free.
Penegor pointed out that this approach allows franchise employees to keep their focus on preparing food quality and develop lasting relationships with loyal customers, maintaining the standard of the product served in the House.
Artificial intelligence was programmed to encourage customers to order larger by offering sizes largest of the products and then those orders are routed to a human cook, as stated by company.
Kevin Vasconi, chief information officer at Wendy's, said the chatbot developed in partnership with Google is, on average, better than the company's customer service representatives.
McDonald's, Wendy's biggest competitor, has been testing an AI-powered drive-thru since 2021, with mixed results.
Some videos shared on TikTok show automation struggling to take fast food orders, while also show that humans are not always prepared to deal with these situations, which is expected when implementing this type of system. service.
This combination has generated frustration from both customers and employees. With the unbridled advance of artificial intelligence, it is expected that these results will be increasingly expanded and improved.
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