Chick-fil-A Stands by Human Drive-Thru Experience Amid AI Push

2 min read

Chick-fil-A CEO Andrew Cathy has confirmed the chain will not implement AI voice ordering systems in its drive-thru lanes, opting instead to maintain a ‘human to human’ experience. Cathy emphasized that the company believes the personal touch is essential to creating a warm and hospitable environment for customers.

‘From our experience, we really want that hospitality to be human to human,’ said Cathy. ‘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.’

This decision comes as several major fast-food chains have already adopted AI in their drive-thru operations. McDonald’s is testing ‘Archy,’ an AI voice ordering system that can take orders in both English and Spanish. Wendy’s has also deployed AI in its drive-thrus, claiming it will improve ordering speed, accuracy, and consistency.

Additionally, salad chain Sweetgreen has automated kitchens at 20 locations, where customers place orders through kiosks and robots assemble their salads and bowls. A Deloitte survey of 375 restaurant executives found that eight in ten are increasing their investments in artificial intelligence, with most expecting these investments to enhance the customer experience, cleanliness, and efficiency.

However, customer sentiment appears more skeptical. Nearly a quarter of respondents to a Restaurant Business survey said they would be less likely to visit a restaurant that uses artificial intelligence.

Despite its commitment to human interaction in drive-thrus, Chick-fil-A is not entirely against AI. In 2023, the company expressed an interest in using the technology to ‘elevate the human touchpoints.’ In 2022, the chain launched a limited pilot program using autonomous delivery robots to bring meals to guests at participating restaurants in the Southeast. The company is currently studying the results to determine whether to expand the program.

Chick-fil-A declined the Daily Wire’s request to comment on the matter.

Source: Daily Wire

Written by

Ryan Wilson