As a number of other fast-food chains let artificial intelligence take the wheel on drive-thru ordering, Chick-fil-A says it's not following suit.
The company plans to keep customers talking to people, not bots, when they pull up to the speaker.
Here's what to know
According to CEO Andrew Cathy, Chick-fil-A has no plans to let AI handle drive-thru orders.
Speaking to CNBC, Cathy said, "From our experience, we really want that hospitality to be human to human."
That puts the company on a different track from some other major chains.
McDonald's reportedly plans to test its "Archy" AI voice for orders in English and Spanish, according to CNBC. Meanwhile, as Fox Business has noted, Wendy's has been rolling out FreshAi at drive-thrus.
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Cathy told CNBC, "We're not going to substitute that interaction with technology, because we feel like that hospitality is so important to create that warm environment for consumers."
More background
Even so, Chick-fil-A is still investing in technology elsewhere in the business.
One example is the company's drive-thru location in McDonough, Georgia.
Opened in 2024, the location "features four drive-thru lanes underneath an elevated kitchen and uses a conveyor system that Chick-fil-A says can deliver a meal to an employee every six seconds," as Fox outlined.
Customers in McDonough can order ahead digitally or give their order to a Chick-fil-A employee on site. And the design is built to handle roughly two to three times the vehicles of a standard Chick-fil-A drive-thru.
Where can I learn more?
For a broader look at how restaurant chains are using AI and other technology, these stories are a good place to start:
• McDonald's says its new AI drive-thru handled 1 million orders with limited human backup.
• Shake Shack rolled out AI-designed plant-based menu items, including dairy-free shakes made with NotCo.
• In California, Chick-fil-A is piloting solar microgrids at restaurants to strengthen energy resilience.
• McDonald's faced backlash after an AI hiring platform exposed applicant data on millions.
• A Chick-fil-A customer shared a troubling food prep photo that reignited waste concerns.
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