The Future of Drive-Thru: How Well Does AI Handle Your Order?
Artificial intelligence has been making its way into all sorts of industries—from healthcare to finance—but what about fast food? Several major chains have begun experimenting with AI-powered ordering systems at their drive thrus, aiming to streamline service and reduce labor costs.
Some, like McDonald’s, tested the technology and quickly pulled the plug, deciding it wasn’t the right fit. Others, like Checkers and Popeyes, are still moving forward. But how well does AI actually handle the fast-paced world of fast-food orders? We put it to the test at two different chains to see if the technology is ready to replace human workers—or if it’s still a work in progress.
AI at the Drive-Thru: A Mixed Bag of Results
Test #1: Checkers – The AI That Doesn’t Forget Your Condiments
Our first stop was Checkers, a chain that has integrated AI into its order-taking system. Right away, the AI greeted us with a surprisingly natural-sounding voice and asked what we’d like to order. The interaction was smooth, and the AI even allowed a short pause before we finalized our decision.
When placing an order for a Big Buford with cheese, onions, ketchup, mustard, and mayonnaise, the AI correctly processed each modification. It also upsold additional items like bacon and an apple pie—just like a human employee would. The total came to $11.22, and everything seemed to be in order.
At the pick-up window, we checked the accuracy of our meal. To our surprise, every customization was correct. Ding, ding, ding—Checkers’ AI got it right.
This was an impressive first showing, but was it just luck? On to our next test.
Test #2: Popeyes – A Case of "Houston, We Have a Problem"
Next up, we visited a Popeyes location that has also implemented AI-driven ordering. Right off the bat, the experience was rockier. The AI struggled with clarifications, leading to multiple corrections mid-order.
We placed an order for two chicken sandwiches—one crispy, one original—along with a small side of fries. However, when the AI repeated the order, it displayed "Golden Crispy B and C" on the screen—whatever that means. Trying to correct it only led to more confusion. Eventually we settled on ordering "classic" and "spicy" chicken sandwiches, and after having to remind the AI about the fries, hoped for the best.
When we arrived at the window, the bag contained just what we ordered: fries, a “classic” chicken sandwich, and a “spicy” chicken sandwich. So the AI got it right—but the experience itself highlighted a key issue with AI ordering: miscommunication can lead to frustration.
Adding to the problem, the entire process felt slower than a traditional human-staffed drive-thru. Whether this is due to the AI’s processing time or customers having to correct their orders remains unclear. But one thing was certain—the AI wasn’t speeding things up.
AI vs. Humans: Is Automation the Future of Fast Food?
Based on our test, AI ordering systems have potential but still have a long way to go before they can replace human workers entirely. Here’s where they stand:
Accuracy: Checkers’ AI nailed the order, while Popeyes’ AI struggled with modifications.
Speed: The AI at Popeyes actually slowed down the line, counteracting the goal of faster service.
Interaction: The AI sounded natural but lacked the flexibility of human conversation.
So, is AI the future of fast food drive thrus? Right now, the technology is promising but inconsistent. While some locations seem to have worked out the kinks, others are still experiencing growing pains.
For now, if you’re ordering something simple, AI might get it right. But if you’re customizing your meal or making multiple orders, don’t be surprised if you end up having to repeat yourself—or double-check your bag before driving away.
What Do You Think?
Would you prefer AI at the drive-thru, or do you think human employees provide a better experience? Have you had a great (or frustrating) experience with AI ordering? Let us know in the comments!
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