Chatbots at the drive-thru are just the beginning
Fast-food chains like McDonald's, Wendy's, and Taco Bell have implemented AI chatbots in drive-thrus to improve order accuracy and reduce wait times. Despite these efforts, customer preference surveys show a majority still favor human interaction over AI for drive-thru orders. Some companies, including McDonald's and Taco Bell, are reevaluating their AI drive-thru deployments due to lukewarm consumer response.
- ▪McDonald’s began testing AI drive-thru chatbots in 2021 after acquiring voice-tech startup Apprente and partnering with IBM.
- ▪Wendy’s FreshAI chatbot, developed with Google, correctly processed orders without human help 86% of the time after its 2023 launch.
- ▪A 2025 YouGov survey found that 55% of Americans prefer humans over AI for drive-thru orders, while only 4% preferred AI.
- ▪McDonald’s ended its AI partnership with IBM in 2024, and Taco Bell is reevaluating its AI rollout due to customer feedback.
- ▪Chains including Checkers, Panera Bread, and Panda Express have also adopted or tested AI voice ordering in drive-thrus.
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ColumnCloseColumnPosts from this topic will be added to your daily email digest and your homepage feed.FollowFollowSee All ColumnAICloseAIPosts from this topic will be added to your daily email digest and your homepage feed.FollowFollowSee All AIThe StepbackCloseThe StepbackPosts from this topic will be added to your daily email digest and your homepage feed.FollowFollowSee All The StepbackChatbots at the drive-thru are just the beginningMay AI take your order?by Emma RothCloseEmma RothNews WriterPosts from this author will be added to your daily email digest and your homepage feed.FollowFollowSee All by Emma RothMay 17, 2026, 12:00 PM UTCLinkShareGift Image: Getty ImagesColumnCloseColumnPosts from this topic will be added to your daily email digest and your homepage feed.FollowFollowSee…
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