Wendy's and Google Reinvent the Drive-Thru with an AI Chatbot

The fast-food chain has customized a language model with terms like ‘JBC’ for junior bacon cheeseburger and ‘biggie bags’ for meal combos

Wendy’s is automating its drive-through service using an artificial-intelligence chatbot powered by natural-language software developed by Google and trained to understand the myriad ways customers order off the menu.

With the move, Wendy’s is joining an expanding group of companies that are leaning on generative AI for growth.

The Dublin, Ohio-based fast-food chain’s chatbot will be officially rolled out in June at a company-owned restaurant in Columbus, Ohio, Wendy’s said. The goal is to streamline the ordering process and prevent long lines in the drive-through lanes from turning customers away, said Wendy’s Chief Executive Todd Penegor.

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