Wendy’s Inc. will begin testing an artificial intelligence-powered chatbot next month that will talk to customers and take drive-thru orders, becoming the latest fast-food chain to employ the technology.
Wendy’ s Inc. will begin testing an artificial intelligence-powered chatbot next month that will talk to customers and take drive-thru orders.
This “creates a huge opportunity for us to deliver a truly differentiated, faster and frictionless experience for our customers,” Chief Executive Officer Todd Penegor said in a statement.Interest in AI chatbots from investors and the public has surged after the release of OpenAI’s ChatGPT last year. That touched off a race among tech giants, including Google parent Alphabet, to push the new chatbot technology into the business world.
“I don’t think in three years, there’s going to be a drive-thru having a human take your orders,” Krishna Gupta, Presto’s chairman and interim chief executive officer, told Bloomberg Television last week. Using AI to take orders could pay off for Wendy’s because it lags peers in wait times and accuracy, according to data provider Intouch Insight. The company is also looking to accelerate growth this year as it embarks on a restructuring plan to cut costs. The chain reports first-quarter earnings on Wednesday. Recent results from competitors like McDonald’s and Chipotle have beat Wall Street expectations, suggesting consumers are still dining out.
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