• Wendy's is automating its drive-through service using an AI chatbot powered by natural-language software developed by Google and trained on the various ways customers order off the menu.
• The chatbot will be officially rolled out in June at a company-owned restaurant in Columbus, Ohio, with the goal to streamline the ordering process and prevent long lines in the drive-through lanes from turning customers away.
• Wendy's engineers have been working with Google to build and fine-tune a generative AI application on top of Google’s own large language model.
• The application is also programmed to upsell customers, offering larger sizes, Frosties, or daily specials. Once the chatbot takes an order, it appears on a screen for line cooks.