Wendy’s is expanding an AI voice assistant to hundreds of drive-thrus this year. The system, built with Google Cloud and branded “FreshAI,” is already live in about 100 locations after tests that began in 2023. Leadership says accuracy is improving and customers can “build their orders” naturally. Other chains are experimenting too, but mixed results show accuracy is the hurdle to clear.
AI Heads to Hundreds of Wendy’s
Wendy’s plans to run its voice AI at 500–600 restaurants by year-end. The chain has been testing the technology since 2023. Today, it’s operating in about 100 locations. The company has just under 6,000 U.S. restaurants, so this is a sizable step.
Meet FreshAI From Google Cloud
Wendy’s built the ordering assistant with Google Cloud. The system is called FreshAI. It’s designed for drive-thru voice ordering. This partnership anchors the tech behind the rollout.
What Customers Can Do With It
FreshAI “gives customers the opportunity to build their orders.” It “understands what to ask for,” guiding the conversation. The company says accuracy is improving over time. The goal is a smoother, more natural order flow.
The CEO Is Testing It Himself
CEO Kirk Tanner personally tests the voice AI a few times a week. He does it at a location near Wendy’s headquarters. Tanner discussed the progress on the company’s fourth-quarter earnings call on Thursday. Leadership visibility suggests this rollout is a priority.
Accuracy Is the Make-or-Break
Voice AI accuracy has been a key concern across restaurants. Misheard items can derail trust fast. Wendy’s says accuracy is “definitely improving.” That metric will likely determine how fast the tech scales.
McDonald’s Paused, But Not Done
McDonald’s stopped testing a voice AI feature at some drive-thrus last year after wrong orders surfaced. The company still said voice ordering will be part of its future. That signals interest remains despite hiccups. The whole category is learning in public.
A Proof Point for Full-Network Use
If Wendy’s 2024 rollout performs well, leadership sees it as a “real strong proof point.” That could unlock expansion to the entire store network. The current push is essentially a large-scale test. Results here may set the roadmap.
A Slice of a Big Footprint
Wendy’s has just under 6,000 U.S. restaurants. Even 500–600 AI drive-thrus represent only a fraction. That’s why accuracy and reliability matter so much now. Early performance will justify what comes next.
Taco Bell Is Also In On Voice AI
Yum! Brands, parent of Taco Bell, has broadened its voice AI use. As of November, it had handled two million orders. About 300 Taco Bell stores were using the technology at that time. Yum! did not immediately provide an updated figure.
Momentum With Caution Across Chains
Multiple big brands are testing similar tools. Progress is steady, but not without reversals. Accuracy issues can force pauses or rethinks. Still, operators say voice ordering remains part of the future.
How the Experience Should Feel
FreshAI is built to guide you through the order. It asks the next logical question and captures choices. The aim is a back-and-forth that feels straightforward. Wendy’s says that experience is getting sharper as accuracy climbs.
“Bright Future”—Wendy’s Keeps Moving
Tanner calls the technology’s outlook “bright.” He says the company is “moving forward.” That signals confidence in the current approach. Expect the AI footprint to grow if performance holds.
