From Valleynewslive · · 1m
Chick-fil-A Stays Human in Drive-Thru
Chick-fil-A refuses AI in drive-thru despite rivals testing automated ordering.
In brief
Chick-fil-A refuses AI in drive-thru despite rivals testing automated ordering. Chick-fil-A will not add AI to its drive-thru ordering service, prioritizing human interaction over technology. Originally reported by Valleynewslive.
Chick-fil-A leadership
Chick-fil-A leadership says customers can continue to expect to be served by team members at restaurant locations and not artificial intelligence.
CEO Andrew Cathy
Chick-fil-A CEO Andrew Cathy stated the company is not pursuing ai voice ordering in its drive-thru lanes.
Human interaction focus
Cathy emphasized that the company wants hospitality to be human to human, not substituting interaction with technology.
“From our experience, we really want that hospitality to be human to human”
Rivals testing ai
McDonald's plans to test its ai assistant Archy while Wendy's has rolled out FreshAi for drive-thru ordering.
Customer preference survey
A survey found 79% of customers prefer interacting with humans over automated customer service.
Customer satisfaction leadership
Chick-fil-A has been the top two fast-food chain on the american customer satisfaction index for over a decade.
The takeaway
Chick-fil-A will not add AI to its drive-thru ordering service, prioritizing human interaction over technology.
