Chick-fil-A Resists AI Drive-Thru Trend, Stands by Human Service
Chick-fil-A CEO Andrew Cathy says the chain will not use AI for ordering, prioritizing human interaction.
2 min read
Chick-fil-A customers can still expect to hear the classic “My Pleasure” from a human, not a robot, for the foreseeable future. The fast-food chain has made it clear that it will not incorporate artificial intelligence for ordering at its drive-thru locations, unlike many of its competitors.
Chick-fil-A CEO Andrew Cathy stated in an interview with CNBC that the company will explore AI integrations for other aspects of its operations but has no plans to implement AI voice ordering in drive-thrus. “From our experience, we really want that hospitality to be human to human,” Cathy said. “We’re not gonna substitute that interaction with technology, because we feel like that hospitality is so important to create that warm environment for consumers.”
Cathy reflected on how Chick-fil-A, which has maintained its tradition of closing on Sundays, is seeking to balance innovation with longtime practices centered on customer and employee experience. “I look at driving this business like driving a race car — there’s a reason that the windshield’s bigger than the rearview mirror,” Cathy said. “It’s important for the rear view to be grounded on where you are, and there are things that we think about our purpose, our mission, that won’t change, but everything else we have to be able to evolve and change.”
CNBC noted that the American Customer Satisfaction Index has ranked Chick-fil-A as the leader in the fast food industry with respect to customer satisfaction for more than a decade. Cathy described the approach to technology as “human plus.” “We think about all these new things into the future, about how will people want to receive food in the future?” he noted. “As you think about drone delivery and all the other kind of things that could be coming, it’s a fun time in the industry, to think about all the possibilities of what we can do to make a better experience for our guests.”
Chick-fil-A is turning down artificial intelligence in its drive-thru lanes, choosing human employee interaction over automated order takers as competitors embrace voice technology. https://t.co/t6wJ0cL9I6
Other fast food chains are pioneering new AI integrations in their drive-thrus even as Chick-fil-A resists the trend. McDonald’s launched a technology called ArchIQ to help with drive-thrus, automated inventory tracking, and connected equipment such as computer vision, per a Sept. 25 report from Restaurant Dive. The company expects ArchIQ to reduce human labor hours and operational complexity, meaning that employees can focus more on customer experience.
Source: The Gateway Pundit
