Wendy’s plans to expand its voice-activated drive-thru AI test into more restaurants this year, company executives said this week, as early results show improvements in both sales and labor efficiency.
The Dublin, Ohio-based fast-food giant has what it calls “Wendy’s FreshAI” in more than 100 locations, a process it started in 2023.
Given some of those early results, the chain plans to put that technology into more restaurants this year. By the end of 2025, Wendy’s expects to have the technology in 500 to 600 locations.
“We have a lot of confidence,” CEO Kirk Tanner told analysts. “It’s definitely cutting edge.”
Tanner said the technology increased average check. Voice-activated AI typically drives more sales because it never fails to suggest an item for customers to add to their order.
He also said it has improved labor efficiency enough that it boosted profit margins at company-operated restaurants by 80 basis points.
Higher sales and improved labor efficiency are generally music to restaurant operators’ ears and are why more restaurant chains are looking into this area. Several chains, including Hardee’s and Carl’s Jr., Krystal, Checkers and Rally’s and Bojangles, have added voice-activated AI to their drive-thrus.
But many large-scale chains are looking into this or testing it, including McDonald’s, Burger King, Dunkin’ and many others.
Wendy’s first announced its test with Google Cloud in just four locations. The company expanded that test to less than 100 restaurants last year. It is now in more than 100 locations, Tanner said.
Larger chains like Wendy’s have been more deliberate about voice-activated AI largely because the technology is difficult, particularly for brands with locations in a lot of different markets where local dialects and ordering patterns are different.
But that technology is improving, which is helping with order accuracy—a key component. “One thing I love about it, it continues to get better,” Tanner said.
He has personal experience with the technology. “I put it to the test almost three or four times a week,” he said. “We have one close to us here in the office, and the experience is exceptional.”
“It gives customers the opportunity to build their orders,” Tanner added. “It understands what to ask for and the accuracy is definitely improving.”
For Wendy’s, the voice-activated AI is part of a broad effort by the chain to rapidly expand technology inside its restaurants.
The chain is adding several new pieces of technology inside its company-owned restaurants, including the AI technology along with digital menu boards and kiosks. “This technology simplifies ordering and frees up crew members to focus on quality and accuracy,” Tanner said.
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