Chick-fil-A Enters The Artificial Intelligence Debate
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Chick-Fil-A CEO Andrew Cathy says unlike rivals, Chick-Fil-A won’t be using AI voice ordering in its drive-thru lanes, choosing instead to keep the experience “human to human.”
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“From our experience, we really want that hospitality to be human to human,” said Cathy. “We’re not gonna substitute that interaction with technology, because we feel like that hospitality is so important to create that warm environment for consumers.”
Chick-fil-A’s decision comes as several competitors have already made moves to embrace the technology.
McDonald’s is currently testing “Archy,” a potential new AI voice ordering system for its drive-thru lanes that can take orders in both English and Spanish. Wendy’s is also deploying AI in its drive-thrus, saying its system will improve ordering speed, accuracy, and consistency.
Salad chain Sweetgreen operates automated kitchens at 20 locations, where customers place orders through kiosks and robots assemble their salads and bowls.
A Deloitte survey of 375 restaurant executives found that eight in ten are increasing their investments in artificial intelligence. Most expect those investments to improve the customer experience, cleanliness, and efficiency, among other benefits.
Customers, however, appear less enthusiastic. Nearly a quarter of respondents to a Restaurant Business survey said they would be less likely to visit a restaurant that uses artificial intelligence.
But Chick-fil-A’s commitment to human interaction at the drive-thru does not amount to a broader rejection of AI. In 2023, the company said it wanted to use the technology to “elevate the human touchpoints.”
In 2022, the chain launched a limited pilot program using autonomous delivery robots to bring meals to guests at participating restaurants in the Southeast. The company is currently studying the results to determine whether to expand the program.
Chick-Fil-A declined the Daily Wire’s request to comment.
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I am just an average American. My teen years were in the late 70s and I participated in all that that decade offered. Started working young, too young. Then I joined the Army before I graduated High School. I spent 25 years in, mostly in Infantry units. Since then I've worked in information technology positions all at small family owned companies. At this rate I'll never be a tech millionaire. When I was young I rode horses as much as I could. I do believe I should have been a cowboy. I'm getting in the saddle again by taking riding lessons and see where it goes.
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