Wendy’s Has Begun Replacing Human Employees, Rolls Out “FreshAI” At Drive-Thrus

@brittanyann_222 Replying to @Gregg Ing here’s a little more complex order. human assistance was still needed to verify the order. #ai #artificalintelligence #wendys #techtok #automation ♬ original sound – brittanyann_222

Artificial Intelligence is taking fast food by storm. Each day it seems as if we get closer to human employees being replaced. Companies claim that AI is more of an assistant rather than replacement, but a video posted to TikTok recently that now has 13.6 million views will convince you otherwise. While going through Wendy’s drive-thru, TikTok user @brittanyann_222 was shocked that she had to tell her order to an AI rather than a person.

“Welcome to Wendy’s, what would you like?” the company’s new AI assistant, dubbed FreshAI, asked. The order pops up at the bottom of the display and FreshAI then asks, “Can I get you anything else today?”

Unsurprisingly, the video went super viral, and for good reason. For many people, fast food is their first job. It’s a great introduction to the workforce. As of 2023, there are 4,717,192 people that work in fast food, per IBISWorld. As technology like FreshAI becomes more prevalent, that number will inevitably drop. In another video, @brittanyann_222 returned to the drive-thru to make a more complex order and FreshAI had no problem fulfilling it.

Wendy’s sent out a press release announcing FreshAI in December 2023. Created in partnership with Google Cloud, Wendy’s FreshAI “enhances the crew and customer experience.” It uses generative artificial intelligence that can understand casual conversation and customize orders to your specifications. That means it can alter its response in real-time according to your answers.

FreshAI launched at four locations in Columbus, OH and have since expanded to other cities. You’ll probably see one in your city soon.