McDonald's first introduced AI chatbots at 10 Chicago locations in 2021, following its acquisition of Apprente in 2019 and collaboration with IBM. Checkers and Rally's expanded AI drive-thrus in 2022 with Presto's technology.
Wendy's FreshAI Launch
In 2023, Wendy's debuted its FreshAI chatbot in Columbus, Ohio, collaborating with Google to understand franchise-specific lingo. The system correctly processed orders 86% of the time without employee help.
Taco Bell tested Voice AI drive-thrus, planning expansion to hundreds of U.S. locations by 2024. This aims to reduce employee task loads and decrease wait times. Other chains like Panera Bread, White Castle, Carl’s Jr., Hardee’s, Panda Express, and Popeyes are also experimenting with AI.
Customer Reactions
YouGov's January 2025 survey revealed 55% of Americans prefer human interaction at drive-thrus, with only 4% favoring AI chatbots. This sentiment influenced McDonald's to end its IBM partnership in 2024. Taco Bell is reevaluating its AI deployment due to customer feedback and social media trolling incidents.
The SEC charged Presto with misleading claims about its technology in 2023, revealing human workers often handled orders in the Philippines.
AI Beyond Drive-Thrus
McDonald's explores AI for predicting equipment breakdowns and checking order weights. Burger King's AI assistant
