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McDonald’s, Taco Bell, White Castle, Wendy’s are All Experimenting with AI Drive-Thrus.
The Rise of the AI Drive-Thru
Voice recognition has come a long way since the days of “Sorry, I didn’t catch that.” Today, AI-powered drive-thrus use natural language processing to understand customers, take orders accurately and respond in real time. For global fast-food brands, this is more than a tech gimmick. It is a chance to improve service speed, reduce staffing costs and deliver smoother experiences.
Who’s Testing It and Why It Matters
- Wendy’s partnered with Google Cloud to trial AI systems at select drive-thru locations. The goal is to make ordering faster and more accurate, especially during peak hours when queues build quickly.
- McDonald’s acquired an AI company back in 2019 and has been testing automated order-taking in the US. Early results show improvements in order speed, though accuracy still needs fine-tuning.
- Taco Bell is experimenting with AI voice systems to streamline drive-thru service, particularly where complex customisation requests often slow down human order-takers.
- White Castle has introduced AI ordering kiosks and drive-thru assistants as part of its modernisation efforts.
These trials are not just about novelty. They are part of a larger push to balance operational efficiency with customer expectations.
Benefits on the Menu
- Speed and Efficiency: AI does not get flustered by long queues or custom orders, meaning faster throughput and reduced wait times.
- Cost Savings: By automating repetitive order-taking, businesses can reallocate staff to customer service, food prep or other critical areas.
- Consistency: Unlike humans, AI does not have an “off day.” It delivers consistent greetings, accurate upselling prompts and standardised service.
- Customer Satisfaction: With fewer errors and quicker service, customers leave happier, which builds loyalty in a competitive market.
The Challenges to Watch
AI is not a magic fix, and brands are still working through hurdles:
- Accuracy: Accents, background noise and complex orders can still trip up AI systems.
- Customer Acceptance: Some diners prefer speaking with a human and may feel frustrated by a machine interface.
- Integration: Successful AI drive-thrus need seamless connections with EPoS systems, digital menus and kitchen workflows.
What This Means for the Industry
The fast-food sector has always been a testing ground for operational technology. Just as digital menu boards and contactless payments quickly became the norm, AI-powered drive-thrus could become a standard feature within the next few years.
For IT leaders in hospitality and retail, the lesson is clear: the infrastructure must be ready. From stable connectivity to smooth integration with back-end systems, success depends on getting the fundamentals right.
Final Word: Drive-Thrus Get Smarter
AI drive-thrus are not about replacing staff; they are about enhancing the customer journey while driving efficiency and profitability. With the right technology installed and supported under one roof, businesses can turn the drive-thru into a faster, friendlier and more profitable channel.
Find out more about how we are supporting UK and European brands to develop their drive-thrus into the future here
