Wendy’s plans to 'revolutionize' the fast-food industry with a trial that replaces a drive-thru operator with an AI chatbot.
to Wall Street Journal, Wendy’s CEO and president Todd Penegor said the chatbot “will be very conservational,” adding “you won’t know you’re talking to anybody but an employee.”
Google Cloud CEO Thomas Kurian noted, however, there many challenges associated with using chatbots to service drive-thru customers though, and said: “You may think driving by and speaking into a drive-through is an easy problem for AI, but it’s actually one of the hardest” The diversity of customers' orders is one challenge that Wendy’s and Google Cloud will have to overcome, as many customers might call menu items by a different name or have special requests. Additionally, the chatbot will also have to filter out any background noise.
To help refine the AI chatbot before it is rolled out to multiple stores, Wendy’s FreshAI will undergo a pilot launch at a Columbus, Ohio, restaurant in June. Customers will still have the option to speak to a human too.Not everyone is impressed with the announcement though, with some arguing it's the latest way companies are “systematically eradicating jobs” and highlighted teenagers and others who are less skilled looking to gain employment would be the most affected by the change.
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