Wendy's turns to chatbots for drive thru ordersAmerican fast food chain, Wendy’s, in collaboration with Google Cloud, has announced plans to test a state-of-the-art artificial intelligence (AI) solution called Wendy’s FreshAI.
This groundbreaking technology, powered by Google Cloud’s generative AI and large language models (LLMs), aims to revolutionize the quick-service restaurant industry by enhancing the drive-thru food ordering experience.
Wendy’s transforming the drive-thru experience
Approximately 75 to 80 percent of customers prefer the drive-thru for placing their orders. However, providing a seamless ordering experience with AI automation has been challenging due to the intricacies of menu options, special requests, and ambient noise.
The highly customizable nature of Wendy’s orders and their commitment to preparing food when ordered create billions of potential order combinations, which can lead to misunderstandings or incorrect orders.
Google Cloud’s generative AI technology intends to provide an improved automated ordering experience at the company’s drive-thrus, meeting the expectations of customers, employees, and franchisees alike.
Todd Penegor, President and CEO of Wendy’s, expressed excitement about the partnership, stating that Google Cloud’s generative AI technology presents an enormous opportunity to deliver a truly differentiated, faster, and frictionless experience for their customers.
This innovation will allow Wendy’s employees to focus on making great food and building relationships with fans, ensuring they return time and time again.
Piloting Google Cloud’s AI technology
In June, Wendy’s plans to launch its first pilot of Google Cloud’s AI technology at a company-operated restaurant in the Columbus, OH area.
The pilot will utilize new generative AI offerings, such as Vertex AI, to facilitate conversations with customers, understand made-to-order requests, and generate responses to frequently asked questions.
The pilot’s technology is built on Google’s foundational LLMs, which incorporate data from Wendy’s menu, established business rules, conversation guardrails, and integration with restaurant hardware and Point of Sale systems.
By leveraging generative AI, the fast food giant aims to simplify the ordering process, enabling employees to concentrate on providing fast, fresh-made, quality food and exceptional service.
Thomas Kurian, CEO at Google Cloud, highlighted Wendy’s history of innovation and expressed enthusiasm about expanding their partnership with the new generative AI technologies.
Kurian believes that generative AI is changing the way people interact with brands, and he expects Wendy’s integration of Google Cloud’s generative AI technology to set a new standard for drive-thru experiences in the quick-service industry.
A long-standing partnership for a better restaurant experience
The announcement of this pilot project builds upon the existing partnership between Google Cloud and Wendy’s to enhance the restaurant experience.
Since 2021, the fast food chain has utilized Google Cloud’s data analytics, AI, machine learning (ML), and hybrid cloud tools to make it faster, easier, and more convenient for customers to access the brand.
Founded by Dave Thomas in 1969, Wendy’s has always prioritized quality, adhering to the guiding principle “Quality Is Our Recipe”.
Wendy’s is renowned for its made-to-order square hamburgers made with fresh, never frozen beef, freshly-prepared salads, and signature items like chili, baked potatoes, and the Frosty dessert.
With this new AI-driven initiative, the fast food giant is seemingly poised to continue leading the way in innovation and customer satisfaction in the United States.
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