Wendy’s expands AI drive-thru, pilots Spanish-language version
The Wendy’s Company is building upon a pilot of artificial intelligence and hybrid cloud drive-thru technology.
In October 2021, Wendy’s first announced plans to utilize Google Cloud data analytics, AI, machine learning, and hybrid cloud technology, such as speech-to-text and Google search and maps, to create new ways customers can order food via touchpoints, including drive-thru and mobile device.
In May 2023, Wendy’s moved into pilot with the “Wendy’s FreshAI” platform based on Google Cloud's generative AI and large language models technology. FreshAI includes Google Cloud solutions such as the Looker business intelligence and analytics tool, as well as the Anthos modernization platform.
[READ MORE: Wendy’s partners with Google to pilot AI-based drive-thru]
In an email to Chain Store Age, Wendy’s said since December 2023, it has expanded the FreshAI rollout from four company-operated locations in Columbus, Ohio to 28 corporate restaurants in Ohio and Florida. The quick service hamburger chain plans to continue expanding FreshAI across all corporate locations in the U.S.
Spanish-language AI pilot
In addition, Wendy’s has introduced a pilot to provide Spanish-language capabilities at all FreshAI drive-thru locations. While still in early learning stages, the company says the new Spanish-language feature, based on Google Cloud’s LLM, has enabled associates to better serve Spanish-speaking customers through technology, as the solution continues to evolve its language comprehension.
How it works:
- To begin a Spanish order, customers say “Spanish” or “Español” into the Wendy’s FreshAI microphone to prompt the new pilot language.
- The Wendy’s FreshAI system will then speak and process the full order exclusively in Spanish.
"We’ve embraced generative AI at the drive-thru to assist Wendy's crew members while evolving the technology to meet our customers’ needs," Matt Spessard, CIO, Wendy’s, said in the email. "I’m energized by our partnership with Google Cloud to continue pushing this technology forward with new Spanish language capabilities designed to expand access, reshaping the drive-thru experience for our Wendy’s fans today and in the future."
