Will AI Mess Up Your Frosty®? Wendy's® Drive-Thru Sparks Hot Debate

By Jennifer A.. Apr 7, 2025

Wendy’s^® just made a big bet on artificial intelligence, and customers have some thoughts. The fast-food chain announced plans to roll out AI-powered ordering at 500 to 600 locations by the end of 2025, with the goal of making drive-thru service faster and more accurate. But will this upgrade make grabbing a Frosty^® easier - or just more frustrating?

Why Is Wendy’s Handing the Mic to AI?

CEO Kirk Tanner revealed during the company’s February 2023 earnings call that Wendy’s plans to expand its AI system, FreshAI, across the United States. The AI, developed in partnership with Google Cloud, isn’t just reading a script - it’s designed to handle custom orders, understand casual speech, and keep the line moving.

Tanner himself tested the system at a Wendy’s near company headquarters in Dublin, Ohio. According to Wendy’s, FreshAI shaved 22 seconds off service times at some test locations, and during its pilot phase, the AI handled 86% of orders without human intervention.

“Once the tech is better, this should be a good thing,” one user wrote on Reddit, as reported by PEOPLE. “It’s hard to hear people sometimes. I have a lot of trouble with any accent different than my own.”

Customers Have Thoughts - And They’re Not Holding Back

Some customers see AI as an improvement. Others? Not so much. The announcement ignited a firestorm online, with many venting their frustration.

“Welp time to not eat at Wendy’s anymore,” one Reddit user wrote, according to PEOPLE. Another added, “The AI ordertakers are garbage. They get the order wrong so often I’ve had to have (an) employee start taking my order instead.”

And then there's the cost-cutting debate. “I don’t like them cutting costs without passing on savings,” one user griped, as reported by Delish.

Still, some customers love the idea of ditching human interaction. “Sad to say this but AI drive-thru is way better than with real people,” another user admitted on Reddit, via PEOPLE.

Will AI Drive-Thrus Be the Future or Just Another Fast-Food Flop?

Wendy’s insists FreshAI won’t replace workers - it’s just there to make drive-thru lanes faster and more efficient. But will it actually work? Other chains have tried and failed.

McDonald’s tested AI ordering at its drive-thrus for two years, only to scrap the system entirely in mid-2024 after customers complained about chaotic and inaccurate orders. Taco Bell^® also received backlash for AI misunderstandings, forcing some customers to request a human employee to fix their orders.

Wendy’s seems aware of these pitfalls and says they’re taking it slow, listening to customer feedback before rolling out AI nationwide.

The big question: Will customers get used to placing orders with a robot - or will they drive off, Frosty-less, and never come back?

References: Wendy’s Is Making Big Changes to Its Drive-Thrus This Year - and Customers Are Divided | Customers Are NOT Happy About This Major Wendy’s Drive-Thru Change | Leading Drive-Thru Innovation with Wendy’s FreshAI