Wendy’s is making major changes to its drive-thrus, and customers are reacting strongly. The fast food chain announced it will implement AI in many of its U.S. locations by 2025. The move is causing mixed reactions from fans, with some excited and others doubtful.
Wendy’s AI plans
Wendy’s CEO, Kirk Tanner, revealed on February 13 that the chain will roll out AI-driven ordering at a large number of its 6,000 U.S. locations. The AI assistant, called FreshAI, will be used to take orders by the end of 2025. Currently, the technology is being tested in about 100 locations, but by the end of 2025, it will be expanded to 500 to 600 restaurants.
FreshAI is gaining ground
FreshAI is a collaboration between Wendy’s and Google Cloud. It is designed to help customers place orders by understanding what they want and asking the right questions. CEO Tanner, who personally tests the system regularly, believes it is improving in accuracy. He says it’s a step forward for the brand, and if all goes well, the assistant could be used at all Wendy’s locations nationwide.
Customers react: Mixed emotions
The news has sparked strong opinions from Wendy’s loyal customers. Some fans are thrilled by the possibility of faster, more accurate service, while others are deeply skeptical. On Reddit, reactions range from excitement to frustration.
Many Wendy’s customers aren’t sold on the idea. On the r/Wendys subreddit, one user wrote, “Welp, time to not eat at Wendy’s anymore,” while another added, “The day I pull up and there is no human interaction is the day I never return.” Others chimed in, complaining about AI assistants getting orders wrong and causing more hassle than they’re worth.
Despite the negative feedback, there are plenty of supporters for the AI-driven drive-thru. Some users are optimistic about the new system. “AI drive-thru is way better than with real people,” one person commented. Another agreed, saying AI doesn’t push unwanted promotions while ordering, making for a quicker and more efficient experience.
The future of AI at Wendy’s
If all goes as planned, FreshAI will be part of Wendy’s future. CEO Tanner is confident the technology will improve over time, and many customers are hopeful that it will enhance the drive-thru experience. With plans to roll out the assistant to hundreds of locations, Wendy’s is betting on AI to speed up service and improve order accuracy.
Wendy’s drive-thru changes are causing a stir. Customers are divided, with some welcoming AI and others skeptical. Only time will tell if the move will be a hit or a miss for the fast food giant. For now, Wendy’s is moving full speed ahead with FreshAI, promising a brighter, tech-driven future for its drive-thrus.
