Chick-fil-A has decided against using artificial intelligence to take drive-thru orders, setting the Atlanta-based chain apart from several large competitors that are rolling the technology out. CEO Andrew Cathy said the company wants hospitality to stay human to human, according to Fox Business, which reported the position on October 4.
The privately held chain generated about $23.9 billion in U.S. systemwide sales in 2025. Rivals have taken a different route. McDonald's is testing a voice AI system called Archy that takes orders in English and Spanish. Wendy's is deploying FreshAi, a drive-thru ordering system developed with Google Cloud and aimed at faster, more accurate and more consistent order taking.
Chick-fil-A applies technology to throughput and keeps employees in contact with customers at the point of ordering. Its elevated drive-thru restaurant in McDonough, Georgia, in Henry County, uses conveyor systems that let the location handle two to three times as many vehicles as a traditional drive-thru lane, while staff still interact with customers as orders are placed.
The decision shows two approaches to automation in the quick-service restaurant industry. One group of chains is adopting voice AI to improve order speed and accuracy. Chick-fil-A is applying technology to lane logistics and leaving the customer conversation to its employees.
Source: Fox Business - https://www.foxbusiness.com/lifestyle/chick-fil-a-ai-drive-thru-ordering-fast-food-rivals-embrace-technology