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Wendy’s And Google Partner In An AI Chatbot For Drive-Thru Kiosks In A Pilot Program

The prospective of the AI pilot prospect is to reduce costs as Wendy's doesn't plan to replace its human labor force.

Fast-food chain Wendy’s Co. (NASDAQ:WEN) plans to integrate cutting-edge technology into its service to revolutionize customer experiences.

Wendy’s is preparing to launch a pilot program that utilizes a robot-powered “underground delivery system” for online order pickups.

Person’s hand holding an iPhone using the Google Bard generative AI language model (chatbot) generating the response to a prompt, Lafayette, California, March 22, 2023. Wendy’s and Google partner on an AI test in fast food order. SMITH COLLECTION/BEZNINGA

This initiative is designed to optimize efficiency, convenience, and speed, guaranteeing a hassle-free experience for customers.

“As mobile ordering preferences increase, we’re thrilled to be the first quick service restaurant to partner with Pipedream, leveraging their unique delivery technology and system with the goal of reinventing digital pick-ups to bring more Wendy’s to more people as quickly and efficiently as possible,” said Matt Spessard, Wendy’s senior vice president and global chief technology office.

Customers no longer need to enter the restaurant or endure long waits at the drive-thru — their meals will be promptly delivered to their cars.

Other fast-food chains, including Wendy’s, have adopted the use of electronic kiosks where customers either take out of eat-in.

The fast-food chain has joined forces with Pipedream, an autonomous logistics company, to develop and implement this artificial intelligence-powered delivery system.

“The new automated ordering experience is designed to enhance the customer and crew experience by taking the complexity out of the ordering process, so employees can focus on serving up fast, fresh, quality food and building relationships with fans that keep them coming back,” said Kevin Vasconi, the chief information officer at Wendy’s.

The process involves a network of tunnels, allowing autonomous robots to transport online food orders from Wendy’s kitchens to the specially designed “instant pickup portals” located alongside parking spaces.

Upon arrival at a designated parking space, customers initiate contact with the restaurant crew through the instant pickup portal’s speaker to confirm their order. Seamlessly, an autonomous robot is deployed, embarking on an underground journey through the tunnels to deliver the food directly to the customer’s waiting vehicle.

As mobile ordering continues to gain popularity, Wendy’s strives to lead the way in providing seamless digital pick-up experiences.

A few days ago, the fast-food chain said that it had partnered Alphabet Inc.’s (NASDAQ:GOOG) (NASDAQ:GOOGL) Google Cloud to introduce an AI chatbot that can take orders at its drive-thru. Wendy’s and Google Cloud joined forces to develop a solution called “Wendy’s FreshAI,” an AI chatbot designed to streamline the ordering process at the company’s drive-thrus.

Wendy’s is expected to bring it first test of “Wendy’s FreshAI” to the Columbus, Ohio restaurant. Google has acknowledged the challenges the company will face using the AI chatbot.

It is with this technology that Wendy’s has no plans to replace human labor with this technology as there will be a need back up in the event of any error happens.

Produced in association with Benzinga

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