Wendy’s AI-assistant-driven drive-thru has become a social media sensation, igniting a discussion about the implications for both fast food chain patrons and workers.
The video of a customer using Wendy’s drive-thru AI assistant has been going viral on TikTok, leaving viewers in awe.
The video rapidly went viral, amassing over 13 million views on the platform and also being shared on X/Twitter. TikTok user @brittanyann_222 was taken aback when she was requested to place her order with an AI instead of a person.
The company’s new AI assistant greeted Brittany at Wendy’s and asked, “What would you like?”She placed her order for a medium Chocolate Frosty, and the computer followed up by asking, “Can I get you anything else today?”Brittany politely declined.
“She said, “That’s all,”before being instructed to pull up to the next window.”
@brittanyann_222 Nah fam. I’m not for this. I had to get back into line so I could record this. #ai #artificialintelligence #wendys
After witnessing the new AI assistant in action, viewers were amazed and one even jokingly commented, “Oh wow… I’m actually writing an essay about AI. This is too perfect.”
The new technology received praise from many: “I appreciate its politeness and accuracy in taking my order. It’s definitely an improvement from the previous option.”
“According to another individual, they have utilized these at multiple restaurants and have found that it accurately understands their orders with impressive precision. They also believe that it is a definite improvement.”
Despite some skepticism, others argued that the consistent trend of AI advancements being solely used to cut jobs and benefit corporate leaders has yet to be addressed by any policies.
“Another individual inquired, ‘As teenagers and young adults, how will we be able to financially support ourselves?’”
According to a widely shared post on X/Twitter, there are concerns that AI could eliminate 80 percent of jobs worldwide if no action is taken.
In 2023, Wendy’s introduced AI drive-thrus at four locations in Columbus, Ohio as a trial. However, the chain has plans to expand its use of AI and customers can expect to see more drive-thrus implemented throughout 2024.
According to Matt Spessard, chief technology officer for Wendy’s, Wendy’s FreshAI is more than just a speaker and a microphone. In a post on the Wendy’s website, he explained that it offers a personalized and responsive experience for every customer.
Despite initial concerns, our accuracy during the pilot phase averaged at 86%, measured as the percentage of orders successfully handled by Wendy’s FreshAI without any intervention from restaurant team members. We anticipate this average to continue to improve, leading to a widespread adoption of these machines despite some early skepticism.
McDonald’s has also been trialing AI drive-thru’s at some locations.
Some smaller chains, including Checkers, Krystal, White Castle, Hardee’s, and Carl’s Jr., have also launched their own drive-thru AI ventures. Additionally, Dunkin’ is among the larger chains currently testing this new technology.
In January, another drive-thru customer became an internet sensation after arriving at the window with a horse in the backseat.
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