Is Wendy’s New AI Drive-Thru the Future—Or a Fast Food Fail?

Fast food has always been about speed and convenience, but what happens when technology takes over the drive-thru window? Wendy’s is rolling out its new system, called FreshAI, to take orders at hundreds of its locations by the end of 2025. This setup, developed with Google, listens to customers, responds, and processes orders in real time. It’s already active in nearly 100 spots across 19 states, with plans to expand to 500 or 600 more this year. But while some see this as a big step forward, others are calling it a big flop. So, what’s the real story?

Let’s start with the good stuff. The company says FreshAI makes things faster and more accurate. Their CEO, Kirk Tanner, mentioned during a recent earnings call that the system boosts the average order total by suggesting extra items—like a Frosty or fries—to customers. It also helps workers by letting them focus on making food and serving people, instead of juggling orders at the drive-thru. Tanner even tests it himself a few times a week at a restaurant near their headquarters in Dublin, Ohio, and says it’s getting better every day.

The goal is clear: make ordering smoother and keep customers happy. At its best, FreshAI can handle 86% of orders without any help from workers, and with a human double-checking, that number jumps to 99%. That’s pretty impressive for a busy drive-thru where mistakes can easily happen. If you want to see what’s on offer these days, you can explore Wendy’s menu for their latest items.

But not everyone’s loving it. If you check out the chatter on the Wendy’s subreddit, some customers are downright frustrated. One user shared their experience at a flagship store near the company’s headquarters, saying the system often misunderstands them, even when they speak clearly. It cuts them off mid-sentence or struggles with simple requests like “no pickles.”

Another person, who stutters, pointed out that the voice system is nearly unusable for them, raising concerns about accessibility. Some folks even shared a trick—if you shout “AGENT” repeatedly, you might get a human to take over. But not everyone’s willing to jump through those hoops. One customer said they’d rather drive to a different restaurant than deal with the hassle.

There’s also a bigger worry: jobs. While the company insists FreshAI isn’t meant to replace workers, many fear it’s a step in that direction. Drive-thru roles are often entry-level jobs that teach young people skills like communication and teamwork. If those positions disappear, what happens to the workforce?

Some customers on social media have even said they’ll stop going altogether if human interaction is gone for good. “The day I pull up and there’s no human is the day I order 10 meals, drive off, and never return,” one user wrote. That’s a strong reaction, but it shows how much people value the personal touch.

On the flip side, some customers are all for it. A few users online mentioned that FreshAI is better than dealing with stressed-out workers who might mishear orders, especially if there’s an accent or background noise involved. “It’s faster and always correct,” one person said, adding that they don’t have to deal with workers pushing extra deals they don’t want.

For busy people who just want their food quick, this could be a game-changer. Plus, with the chain investing over $53 million in digital upgrades last year, including digital menu boards and kiosks, they’re clearly committed to making tech a big part of their future.

So, is FreshAI the future of fast food or a big mistake? It’s hard to say just yet. The system has potential to make drive-thrus faster and more accurate, which is a win for both customers and the business. But if it can’t handle custom orders, accessibility needs, or keep the human connection that many crave, it risks pushing people away.

The chain is walking a fine line—trying to innovate while keeping what makes fast food feel familiar. For now, FreshAI is a bold experiment, but whether it’s a hit or a miss might depend on how well they listen to their customers.