• Wendy’s Serves Up AI to Enhance the Customer and Employee Experience

  • Jan 15 2025
  • Length: 26 mins
  • Podcast

Wendy’s Serves Up AI to Enhance the Customer and Employee Experience

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  • Summary

  • Every industry, including the quick service restaurant (QSR) market, plans to transform its business with artificial intelligence (AI). Several years ago, Wendy's embarked on its AI journey, leveraging cloud services and generative AI to enhance employee and customer experiences. The drive-thru experience presents numerous challenges for QSR restaurants due to the complexities of menu options, limited-time offers, special requests, and ambient noise.

    Wendy's chose to tackle the drive-thru experience with AI because 75 to 80 percent of Wendy's customers choose the drive-thru as their preferred ordering channel. The company saw a tremendous opportunity to improve the customer experience by creating a seamless ordering experience using AI automation in the drive-thru.

    In an interview with Lopez Research, Wendy's CIO Matt Spessard shared how its AI program had advanced over the past year and shared advice for other leaders looking to tackle AI within their business.
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