Chick-fil-A Draws a Line on Drive-Thru AI
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Fast-food chains are racing to automate one of their most important customer touchpoints. Chick-fil-A is choosing a different route.
CEO Andrew Cathy recently said the company does not intend to replace employees taking drive-thru orders with artificial intelligence. While competitors including McDonald’s and Wendy’s are testing or expanding voice-ordering systems, Chick-fil-A considers face-to-face service central to its hospitality model. The decision is especially notable because drive-thr
CEO Andrew Cathy recently said the company does not intend to replace employees taking drive-thru orders with artificial intelligence. While competitors including McDonald’s and Wendy’s are testing or expanding voice-ordering systems, Chick-fil-A considers face-to-face service central to its hospitality model. The decision is especially notable because drive-thr
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