# Chick-Fil-A Keeps Humans in Drive-Thru

> Chick-Fil-A keeps human staff for drive-thru orders despite AI testing by competitors.
- Title: Chick-Fil-A Keeps Humans in Drive-Thru · Inc | Shortify
- Summary: Chick-Fil-A keeps human staff for drive-thru orders despite AI testing by competitors. Chick-Fil-A maintains human staff in drive-thru to preserve customer…
- Keywords: chick-fil-a, drive-thru, mcdonalds, customer experience, human staff, Keeps, Humans, Inc
- Source: Inc — https://inc.com/tony-manganiello/the-customer-interactions-ai-cant-afford-to-replace/91422454
- Read time: 1 min
- Topics: chick-fil-a, ai, drive-thru, mcdonalds, customer experience, human staff
## Chick-Fil-A's drive-thru strategy
Chick-Fil-A CEO Andrew Cathy says the company will keep human staff taking drive-thru orders even as McDonald's tests AI ordering.

> Chick-Fil-A CEO Andrew Cathy says the company intends to keep people taking drive-thru orders, even as McDonald’s tests AI-powered ordering
## Why humans matter for customers
The company believes face-to-face hospitality is essential to its drive-thru experience, not just technology.

> The company is exploring AI behind the scenes but wants to preserve the face-to-face hospitality it considers essential to its drive-thru experience
## Hidden cost of automation
Replacing order takers with AI might save costs but could weaken customer loyalty and repeat business.

> The mistake is assuming that because a task has a cost, eliminating that cost automatically improves the business
## Customer loyalty risk
Lost loyalty may reduce repeat purchases and referrals over time, even if payroll savings appear immediate.

> Payroll savings show up immediately and in one place. Lost loyalty may surface slowly, reducing repeat purchases and diminishing referrals
## Key takeaway

Chick-Fil-A maintains human staff in drive-thru to preserve customer experience despite AI ordering tests by competitors.