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Chick-fil-A refuses to replace drive-thru workers with AI

Chains like McDonald's and Wendy's are going all in on AI in the drive-thru, while Chick-fil-A digs its heels in. ©Image Credit: Facebook / Chick-fil-A

With so many businesses leaning into AI, Chick-fil-A's decision to buck the trend really stands out. The popular chain restaurant has refused to replace its drive-thru workers with AI, despite other restaurants in the industry doing so.

Many restaurant chains are embracing AI

Fast food chains are just the latest businesses to embrace AI technology. It's seen as a cost-saving move, but it's not exactly popular with all customers.

This is making Chick-fil-A's move not to use AI in the drive-thru even more noticeable. That doesn't mean the chain won't use AI at all; it just won't be in the drive-thru lanes.

The restaurant will be using AI to "elevate the human touchpoints" while still keeping human interaction as the main customer experience.

Chick-fil-A believes in human-to-human hospitality

Chick-fil-A CEO Andrew Cathy told CNBC that the restaurant has no plans to use artificial intelligence to take customer orders in the drive-thru.

"From our experience, we really want that hospitality to be human-to-human," Cathy said.

"We’re not going to substitute that interaction with technology, because we feel like that hospitality is so important to create that warm environment for consumers," Cathy continued.

AI is becoming more popular in the industry

While Chick-fil-A is saying no to AI at the drive-thru, other chains are embracing the technology.

McDonald's is currently testing a new AI order-taking system in its drive-thru. Called ARCHIQ, it is being used in five locations in the US as the chain looks at whether it's a win.

Pronounced "Archy," the AI can take orders in Spanish and English.

Wendy's has also rolled out FreshAi drive-thru tech, meant to speed up ordering and improve consistency and accuracy.

Your drive-thru experience will stay familiar at Chick-fil-A

If you're not a fan of AI, you'll be relieved to know that your drive-thru experience at Chick-fil-A will stay familiar.

Source: Fox Business

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