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Wendy's is piloting a new feature in its drive-thrus that allows customers to order in Spanish, aiming to enhance the overall customer experience. This initiative is part of Wendy's FreshAI technology, developed in partnership with Google Cloud, which integrates generative AI to improve service efficiency. The pilot program started in early 2023 and has expanded from four locations to 28 in Ohio and Florida.
The FreshAI system is designed to assist crew members rather than replace them, allowing for a more personalized service. With 42 million Spanish speakers in the U.S., this move is expected to increase customer satisfaction and loyalty. Despite some initial challenges with order accuracy, Wendy's commitment to generative AI positions it well for future growth and adaptability in the fast-food industry.
• Wendy's introduces Spanish language capabilities in drive-thru ordering.
• Generative AI enhances customer service and order accuracy at Wendy's.
Wendy's uses generative AI to create a more responsive and personalized ordering experience for customers.
Wendy's FreshAI acts as an assistant to help crew members manage drive-thru orders more efficiently.
Google Cloud's large language model is utilized in Wendy's FreshAI to facilitate multilingual ordering.
Wendy's is leveraging AI technology to enhance the drive-thru experience and cater to a broader customer base.
Google Cloud's generative AI technology is integral to Wendy's FreshAI drive-thru system.
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