Chick-fil-A CEO Rejects AI Drive-Thru Ordering

Chick-fil-A CEO Andrew Cathy says the chain does not plan to use AI voice systems to take drive-thru orders, arguing that human interaction is central to the hospitality it offers customers. The company is exploring AI for behind-the-scenes tasks, while rivals including McDonald’s and Wendy’s are testing or expanding AI ordering systems. Cathy described the approach as “human plus,” with technology supporting operations rather than replacing employees in customer-facing conversations. A company representative has not said whether the decision is a permanent commitment, and reports on AI ordering note that the systems can still lead customers to repeat themselves or get orders wrong.