What QSR leaders think of the use of AI in the fast-food industry

Fast-food chains are experimenting with the different use of AI.

Wendy’s is currently experimenting with the use of an AI chatbot that takes drive-thru orders. The chatbot will be able to talk to customers and answer some frequently asked questions as well as understand made-to-order requests. The bot is also trained to understand Wendy’s specific lingo as well as programmed to upsell daily specials and ask customers to upsize drinks.

Before this, Subway also started experimenting with the use of AI with the use of a ‘smart fridge’ that guests can talk directly to about the products it is offering. Most recently,  Chipotle is experimenting with a robot that will reportedly speed up their guacamole production.

These are just some of the use of AI in the quick-service restaurant industry. But what does the industry think of AI? Here are some answers from CEOs.

Richard Goodman
CEO, Foodco

“We're all learning about how this could benefit businesses and learning cautiously because we acknowledge that the things that have been learned so far about the integrity of the information that’s being used with AI, particularly when you’re dealing with customer or franchisee data is how to make sure there is an absolute level of safety and compliance and diligence around the protection of that data. I see great opportunities in customer service, loyalty, and predictive information. We want to learn more. But as we learn more, we want to do it cautiously as well.”

Hasheam Tayeh
CEO, Burgertory

“I’m really excited about AI. Some people are scared, some are excited. I’m excited. The reason I'm excited by it is that you can't force your staff to upsell and these machines learn consumer behaviours and patterns, and they will upsell to the customer. I think that by leveraging AI, we're able to give back to our customers by actually giving them proper customer service. Rather than just taking the orders we can give them a proper experience by being warm, empathetic, and empathetic and personalized interactions.” 

Joshua Liew
CEO, Marrybrown

“AI has been enhancing efficiencies in the fast-food industry, especially in customer experience. With AI we can identify returning customers and know their ordering patterns. We can say ‘Hi would you like to order your favourite meal today? Here’s a free drink if you order’. That is something AI can do to improve customer loyalty. There are also opportunities in AI including the efficiencies of our supply chain logistics. For example, for our inventory management, we can lessen human error with AI which can identify everything 24 hours a day. It also helps with staff and employee scheduling to lead to improve productivity and also cost savings. By automating repetitive tasks, we have more time to provide more personalised service and enhance our customer experience as well.”