Wendy’s customers bitter over ‘garbage’ decision to employ AI bots — but some are relieved
Sign up to IndyEat’s free newsletter for weekly recipes, foodie features and cookbook releases Get our food and drink newsletter for free Get our food and drink newsletter for free Wendy’s is employing AI bots at its drive-thrus — and customers have mixed feelings about it. The CEO of Wendy’s, Kirk Tanner, discussed the company’s move to use AI to take drive-thru orders during an earnings call last Thursday. According to Tanner, there are 100 U.S. Wendy’s restaurants, including the flagship one in Columbus, Ohio, that are using AI at the drive-thrus, and he’s “really liking the results.” Tanner explained that the AI order taker — dubbed FreshAI — will continue to expand, with 500 to 600 restaurants expected to have the system by the end of 2025. Nationwide, Wendy’s has more than 6,700 restaurants. During the call, Tanner said he’s tested the AI system himself nearly four times a week, and the experience is “exceptional.” He said the one thing he could share about the drive-thru add-on is that it is enhancing sales. “It …