1851

This year,&nbsp;<a href="https://1851franchise.com/how-to-use-ai-technology-to-grow-your-franchise-business-2721628#stories">artificial intelligence</a> (AI) has continued to emerge as a subject of innovation among franchise brands. Wendy’s is one of the latest to report the impact the technology has had on operations,&nbsp;<a href="https://www.qsrmagazine.com/story/wendys-strikes-big-with-drive-thru-automation/?utm_source=1851franchise.com&utm_medium=article&utm_campaign=ai-innovation-in-fast-food-wendys-freshai-shows-improved-efficiency-in-the-drive-thru-2724450" target="_blank" rel="nofollow">QSR Magazine</a> reported.&nbsp;In June, the franchise began a pilot of what is called FreshAI at a Westerville, Ohio-based restaurant, in which the drive-thru used Google Cloud’s generative AI technology, which can generate responses, adapt in real-time and provide a personalized experience for every customer. The AI’s knowledge is based on data from Wendy’s menu. The pilot location features a double-drive thru, with one lane using the AI technology and the other using a traditional speaker box.Since the pilot began, “the technology has gotten better and it’s gotten better rapidly,” according to chief information officer Kevin Vasconi. In fact, the location’s service time was recorded as being 22 seconds faster than the average of the Columbus metro area. Around 86% of the time, the system successfully handles an order without an employee having to intervene. And sometimes, the accuracy even rises to over 90%.&nbsp;AI is able to recognize when a guest is exhibiting frustration and repetition. It will then push the order toward a human employee. For interactions started by AI but escalated to a team member, orders have been recorded at nearly 99% accuracy.&nbsp;When it comes to challenges, the franchise says they aren’t too different from the challenges faced if a human were there, such as dealing with excessive noise, understanding customized orders, or when a person repeatedly stops and restarts an order.&nbsp;“We’ve all done it,” Vasconi said. “My kids are in the back seat. I’m like, ‘What did you want again?' The [AI] does remarkably well there but those are the kind of use cases I would say … give it the most trouble. And a lot of that is literally more speaker microphone issues than actually the agent itself. Because your kids are yelling at you. Maybe they’re crying. Those are tough.”Wendy’s isn’t the only franchise experimenting with AI.&nbsp;<a href="https://1851franchise.com/nations-restaurant-news-yum-brands-is-testing-artificial-intelligence-and-automation-2724173#stories">Yum! Brands</a>, the parent company behind quick service franchises Taco Bell, Pizza Hut and KFC, has also been betting big on the technology.The company is testing a voice-enabled AI drive-thru system in several of its California restaurants. On an earnings call in November, chief financial officer Chris Turner said the system has increased speed, productivity and efficiency. The system even provides automated upsell recommendations.&nbsp;Yum! Brands is also on track to have its automated inventory management (AIM) system rolled out across the KFC United States system by the end of 2023. The AI-module, which was developed in-house, predicts and suggests the product quantity that a general manager should order. The brand is also testing a proprietary automated drinks fulfillment system, which will be integrated into its proprietary point-of-sale (POS) platform called Poseidon.&nbsp;As for the future of AI at Wendy’s, FreshAI is now active in four company-owned stores. More are expected to open through the end of 2023 and into the beginning of 2024. The franchise will also offer franchisees the opportunity to test the technology next year.&nbsp;Related Articles:&nbsp;<ul><li><a href="https://1851franchise.com/how-to-use-ai-technology-to-grow-your-franchise-business-2721628#stories">How to Use AI Technology to Grow Your Franchise Business</a></li><li><a href="https://1851franchise.com/nations-restaurant-news-yum-brands-is-testing-artificial-intelligence-and-automation-2724173#stories">Nation’s Restaurant News: Yum! Brands Is Testing Artificial Intelligence and Automation</a></li><li><a href="https://1851franchise.com/how-ai-is-redefining-the-franchise-industry-2712199">How A.I. Is Redefining the Franchise Industry</a></li><li><a href="https://1851franchise.com/franchise-deep-dive-wendys-franchise-costs-fees-profit-and-data-2722520">Wendy's Franchise Costs, Fees, Profit and Data</a></li></ul>

AI Innovation in Fast Food: Wendy's FreshAI Shows Improved Efficiency in the Drive-Thru

1851 Franchise

As AI continues to take the industry by storm, Wendy’s and Yum! Brands are among the most recent brands to bet big on the technology. 

ai-innovation-in-fast-food-wendys-freshai-shows-improved-efficiency-in-the-drive-thru

United Water Restoration Group

From Receptionist to General Manager: Caitlin Lopez’s Growth Journey at UWRG

From Receptionist to General Manager: Caitlin Lopez’s Growth Journey at United Water Restoration Group Long Island

united-water-restoration-group-long-island-caitlin-lopez-journey

BooXkeeping

BooXkeeping Sets Its Sights on Phoenix for Strategic Franchise Growth

booxkeeping-sets-its-sights-on-phoenix-for-strategic-franchise-growth

Express Employment Professionals

How Express Employment Professionals Empowers Franchise Owners Through Training and Development

how-express-employment-professionals-empowers-franchise-owners-through-training-and-development

Pet Wants

How Pet Wants Franchisees Are Building Stronger Relationships With Pet Parents

how-pet-wants-franchisees-are-building-stronger-relationships-with-pet-parents

Right at Home

Right at Home In-Home Care Services Cleveland Ohio Market Release

Right at Home Expanding In-Home Care Services in Cleveland, Lorain, and Elyria

right-at-home-expanding-in-home-care-services-in-cleveland-lorain-and-elyria

Buying a Franchise Masterclass

 Franchise Opportunities

Get Support Buying a Franchise

How to Buy a Franchise White Paper

How to Buy a Franchise

How to Sell Franchises

How to Grow a Franchise

Find a Franchise Supplier

1851 Franchise Opportunities

Franchisor News

Franchisor Power Rankings

FranCamp Mastermind Summit

Franchise Resources

What ALEC-Laffer's Report Means for Franchising

Website Awards

Power Rankings

About 1851

Advertise on 1851

Contact 1851 Editorial

Terms of Use

1851 Login

GROWTH CLUB LOGIN

facebook

instagram

twitter

linkedin

youtube

Yum Brands Reports Strong Q1 Results with Big Boost from Taco Bell

yum-brands-reports-strong-q1-results-with-big-boost-from-taco-bell

QSR: McDonald’s Gains Momentum With Chicken Innovation, Value Deals and Franchisee Support

mcdonalds-franchise-recovery-chicken-strategy-value-deals-2025

The Future of Franchising: Trends and Predictions for 2025 and Beyond

the-future-of-franchising-trends-and-predictions-for-2025-and-beyond

Restaurant Business: Crumbl Cools Its Expansion, Refocuses on Profitability

restaurant-business-crumbl-cools-its-expansion-refocuses-on-profitability

Franchise Face-Lifts: Why Major Restaurant Brands Are Betting Big on Remodels

franchise-face-lifts-why-major-restaurant-brands-are-betting-big-on-remodels

Layoffs Surge to Pandemic-Era Highs, Opening Doors for Franchise Growth

layoffs-surge-to-pandemic-era-highs-opening-doors-for-franchise-growth

Fly Dance Fitness Expands With First Franchise Location in Georgia

fly-dance-fitness-franchise-expansion

1851 Agg - McDonald's Sales Decline Expansion Continues - 1851 Franchise

McDonald’s Franchisees Feel the Pressure as Sales Decline and Expansion Continues

mcdonalds-franchisees-feel-the-pressure-as-sales-decline-and-expansion-continues

Tariff Tensions Threaten U.S. Restaurants with Rising Costs and Supply Chain Disruptions

tariff-tensions-threaten-us-restaurants-with-rising-costs-and-supply-chain-disruptions

Franchisee spotlight image with photo of Robert Trujillo and UWRG logo on blue background

How Robert Trujillo Expanded His Construction Business With UWRG

how-robert-trujillo-expanded-his-construction-business-with-uwrg

Franchisee spotlight image with Randy and Sandy Craft, Children's Lighthouse logo on blue background

The Crafts’ Successful Journey from New Parents to Children’s Lighthouse Franchisees

the-crafts-successful-journey-from-new-parents-to-childrens-lighthouse-franchisees

District Taco Franchise Costs, Fees, Profit and Data for 2025

franchise-deep-dive-district-tacos-franchise-costs-fees-profit-and-data

Franchisee spotlight graphic with photo of Greeva Patel and BIGGBY COFFEE logo

BIGGBY® COFFEE Franchisee Brings Passion for Community and Coffee to East Dundee

biggby-coffee-franchise-east-dundee-illinois

Air Force Veteran Launches United Water Restoration Group Franchise to Better Serve Community

air-force-veteran-launches-united-water-restoration-group-franchise

AI Innovation in Fast Food: Wendy's FreshAI Shows Improved Efficiency in the Drive-Thru

MORE STORIES LIKE THIS