Introduction
The drive-thru has long been a staple of fast-food culture, offering convenience and speed. In recent years, artificial intelligence has begun to reshape this experience, with major chains deploying AI chatbots to take orders. What started as a small experiment at a few McDonald's locations in Chicago has now expanded to hundreds of outlets across the United States, including Wendy's, Taco Bell, Checkers, and many others. This article examines how AI drive-thrus began, their current reception, and what the future holds for this technology.
The Rise of AI Drive-Thrus
McDonald's was one of the first fast-food giants to embrace AI in its drive-thrus. In 2019, the company acquired Apprente, a startup specializing in voice-based conversational technology. By 2021, McDonald's had deployed AI chatbots at ten locations in Chicago, developed in partnership with IBM. The goal was to streamline ordering, reduce wait times, and free up employees for other tasks. The technology quickly spread to other chains. Checkers and Rally's teamed up with Presto, an AI company, to implement chatbots at all their corporate-owned drive-thrus in 2022. Presto's system aimed to increase order accuracy and upsell menu items, while also allowing staff to focus on food preparation and customer service.
Wendy's entered the arena in 2023 with its "FreshAI" chatbot, developed with Google. The AI was trained on Wendy's specific terminology, understanding that a "milkshake" is a "Frosty" and a "JBC" is a "junior bacon cheeseburger." Initially deployed at one location in Columbus, Ohio, Wendy's reported that the chatbot could complete orders without human intervention 86% of the time. The company soon began expanding the technology to more locations. Around the same time, Taco Bell started testing its Voice AI system, announcing plans to roll it out to hundreds of US locations by the end of 2024. Other chains, including Panera Bread, White Castle, Carl's Jr., Hardee's, Panda Express, and Popeyes, also began experimenting with AI drive-thrus.
Customer Reactions and Challenges
Despite the enthusiasm from fast-food companies, customer reactions have been mixed. A January 2025 survey by YouGov found that 55% of Americans prefer ordering from a human rather than an AI chatbot. Only 4% expressed a preference for AI, while 21% had no opinion. This lukewarm response may have contributed to McDonald's decision to end its partnership with IBM in 2024. Similarly, Taco Bell's chief digital officer, Dane Mathews, told The Wall Street Journal in 2025 that the company was reevaluating its AI deployment after customers expressed frustrations on social media. Some customers even trolled the technology by ordering absurdly large quantities, such as 18,000 cups of water, just to force the system to hand over to a human worker.
Customer dissatisfaction is not the only hurdle. In 2023, the Securities and Exchange Commission charged Presto with misleading customers about the capabilities of its AI system. An SEC filing revealed that human workers in the Philippines actually handled most orders taken by Presto's AI, raising questions about the true extent of automation. This incident highlights the credibility issues that AI drive-thrus face, especially when the technology is not as autonomous as advertised.
Beyond the Drive-Thru: New AI Applications
As fast-food chains continue to refine their chatbot technology, they are also exploring other ways to integrate AI into their operations. McDonald's, despite ending its IBM partnership, is reportedly giving AI-powered drive-thrus a second chance. Additionally, the company is testing AI systems that predict when equipment, like its notoriously unreliable ice cream machines, is likely to break down. Another innovation involves AI-powered scales that compare the target weight of an order to its actual weight, alerting employees if items are missing—such as forgetting to include fries in a to-go bag.
Burger King has taken a different approach. In February 2026, the chain announced a limited test of AI drive-thrus, but its main focus is on an AI assistant named "Patty" that lives inside employees' headsets. Workers can ask Patty for help with food preparation, such as how many strips of bacon go on a Texas Double Whopper. The AI also evaluates employees on friendliness by tracking whether they say "welcome to Burger King," "please," and "thank you." Additionally, Patty informs managers when equipment is down or an item is out of stock, automatically removing affected items from digital menu boards.
Taco Bell is experimenting with AI-driven menu boards that dynamically change layout, content, and visuals on a car-by-car basis, potentially tailoring offerings to individual customers. While details are sparse, the system could adjust promotions based on customer profiles or even time of day. Other chains, such as Culver's and Zaxbys, are working with Berry AI to install camera timers at drive-thrus. These cameras capture data on traffic flow and service execution, and Berry AI claims its technology reduces drive-thru service times by 20 to 40%.
Beyond fast food, AI is finding its way into other restaurant segments. Applebee's and IHOP are exploring personalization systems that suggest or upsell menu items. A survey from the National Restaurant Association found that 26% of restaurant operators now use AI, primarily for marketing and administrative tasks. Even grocery stores are adopting AI-powered shopping carts, with Whole Foods, Wegmans, ShopRite, Kroger, and Sprouts testing the technology in select locations.
Broader Implications and Ethical Considerations
The integration of AI into fast-food operations raises important questions about employment, customer experience, and trust. While companies argue that AI can free up staff for more people-dependent tasks, critics worry about job displacement. The SEC's action against Presto shows that transparency is crucial; customers and investors deserve to know when a system is truly automated versus when it relies on human intervention. As AI becomes more pervasive, regulators and industry stakeholders will need to establish clear guidelines to ensure that the technology is used ethically and effectively.
At the same time, the potential benefits are significant. AI can reduce wait times, improve order accuracy, and enable personalized marketing. For example, Berry AI's camera timers have shown a 20-40% reduction in service time, which could lead to higher customer satisfaction and increased sales. However, the technology must be implemented carefully to avoid alienating customers who value human interaction.
The future of AI in fast food likely involves a hybrid approach. Companies may continue to use chatbots for routine orders while keeping human workers available for complex requests or when the AI falters. The ability to seamlessly transfer a conversation from AI to a human agent will be critical, as seen in the Checkers case where a human took over when a sandwich was out of stock. Additionally, AI systems will need to be trained to handle diverse accents, languages, and unusual commands to reduce frustration.
As fast-food chains push the boundaries of AI, they are also exploring other innovative applications. For instance, Chipotle has introduced robots in its kitchens to prepare bowls and salads, further automating the food production process. Rest of World reported that some convenience store robots in Japan are actually operated by humans in the Philippines, highlighting that full automation is still a distant goal in many sectors.
The Path Forward
The deployment of AI in drive-thrus is just one part of a broader trend toward automation in the food industry. While early adopters like McDonald's and Wendy's have encountered challenges, they continue to invest in new AI-powered tools. Burger King's Patty assistant and Taco Bell's dynamic menu boards represent the next wave of innovation. Meanwhile, companies like Presto are working to regain trust after regulatory setbacks. The key will be to find the right balance between efficiency and customer satisfaction, ensuring that AI enhances rather than hinders the dining experience.
In the coming years, we can expect to see more fast-food chains adopting AI technologies that are less intrusive than a chatbot at the drive-thru window. Whether it's a scale that checks your bag before it's handed to you, a camera that monitors traffic flow, or a menu that changes based on your preferences, AI is poised to become an invisible but integral part of the fast-food experience. As these systems mature, they may eventually overcome the skepticism that currently surrounds them.
Source: The Verge News