Developed in collaboration with Google, Wendy’s is rolling out an AI chatbot capable of taking orders at its drive-thrus.
The fast-food chain introduced the Wendy’s FreshAI enabled drive-thru at a restaurant in Columbus, Ohio, in June 2023. The chatbot accepts verbal orders from customers queuing up at Wendy’s drive-thru kiosks, helping to reduce waiting times.
Google and Wendy’s worked together to create a customised chatbot using Google’s existing large language model (LLM). Google’s Cloud unit is focusing on AI development, encouraging companies to build their own models based on their unique data for company-specific purposes.
To ensure a seamless experience, Google’s work with Wendy’s involved teaching the AI chatbot specific Wendy’s lingo, such as recognising customers want a “Frosty” when they ask for a “milkshake” and translating “JBC” for “junior bacon cheeseburger”.
After the chatbot takes a customer’s order, it is displayed on a screen for line cooks, who then prepare and hand over the completed meals to customers at the pick-up window.
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