Wendy’s partners with Google Cloud to launch “FreshAI” chatbot for drive-thru customers
Wendy’s, a fast-food chain, has announced its partnership with Google Cloud to create an artificial intelligence (AI) chatbot named “Wendy’s FreshAI”. The chatbot will take orders from Wendy’s drive-thru customers, and the company claims that this initiative will revolutionize the quick-service restaurant industry.
Chatbots for drive-thru customers
According to a May 9 announcement from Google Cloud, over three-quarters of Wendy’s customers prefer to place their orders via drive-thru. AI chatbots such as OpenAI’s ChatGPT use natural language processing to understand what people are saying, and then use machine learning algorithms to generate a response. Wendy’s CEO and President, Todd Penegor, has stated that the chatbot “will be very conversational”, and customers won’t even know they are talking to a bot instead of an employee.
Challenges of chatbots for drive-thru customers
Despite the advantages of using chatbots for drive-thru orders, Google Cloud CEO Thomas Kurian has noted the challenges associated with it. One of the significant challenges is the diversity of customer orders. Customers may call menu items by a different name or have special requests. Additionally, the chatbot will have to filter out any background noise.
Wendy’s FreshAI Pilot Launch
Wendy’s FreshAI will undergo a pilot launch at a Columbus, Ohio, restaurant in June to refine the AI chatbot before it is rolled out to multiple stores. Customers will still have the option to speak to a human too.
The impact of AI on employment
Although AI has enormous potential to improve efficiency, increase productivity, and reduce costs in various industries, its unprecedented growth has many worried that it will bring about massive falls in employment as AI is used for tasks previously assigned to humans. Not everyone is impressed with the announcement, with some arguing that it is the latest way companies are systematically eradicating jobs, and teenagers and others who are less skilled would be the most affected by the change.
Conclusion
Wendy’s FreshAI chatbot is an innovative solution for drive-thru orders, but it is not without its challenges. As AI technology continues to grow, the impact on employment and society as a whole needs to be considered. Nonetheless, Wendy’s FreshAI chatbot has the potential to transform the quick-service restaurant industry, and it will be interesting to see how the technology evolves in the future.
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