Wendy’s AI Drive-Thru Backfires: Glitches, Frustration and a PR Mess

Wendy’s, the American fast-food giant, has taken a bold leap into artificial intelligence by rolling out AI-powered drive-thrus at select locations near its Ohio headquarters. The goal? Faster service, fewer human errors, and 24/7 order-taking efficiency. But the reality on the ground is far from the smooth, futuristic vision the company had in mind.

The AI system, developed in partnership with Google Cloud, was meant to handle customer orders using conversational technology. Unfortunately, early adopters have encountered a frustrating mix of awkward pauses, robotic interruptions, and flat-out incorrect orders. Social media is teeming with clips of the AI mishearing basic orders and struggling with even the simplest customizations. “It. Is. Horrible,” one customer bluntly told Southern Living. “It’s awkward, you get cut off, and it’s just slower.”

What’s more troubling is that the AI has reportedly struggled with accents, stutters, and background noise—issues that human workers typically navigate with ease. Some customers have even had to restart their orders multiple times or eventually resort to going inside, defeating the purpose of the drive-thru altogether. Still, Wendy’s is not backing down. The company plans to roll out the AI system to over 600 locations by the end of 2025, arguing that the technology is still in its learning phase. CEO Kirk Tanner has expressed optimism, noting that “AI is not perfect, but it’s getting better every day.”

That optimism isn't shared by everyone. Critics worry that Wendy’s is using customers as beta testers for undercooked technology while pushing ahead to reduce labor costs. "Wendy’s isn’t solving a real problem here,” said restaurant tech analyst Jordan Roy. “They’re just replacing human jobs with a half-baked machine.”

The backlash highlights a broader challenge in retail AI adoption: when technology is implemented too fast, without the stability or nuance of human interaction, it can seriously damage brand trustץ For now, the fast-food experience at Wendy’s is a gamble. You might get your order quickly, or you might get an AI chatbot that thinks “chicken nuggets, no sauce” means “bacon cheeseburger, extra mayo.”