According to Wendy’s CEO Todd Penegor, the test bot would be “very conversational,” and some customers may not know they aren’t speaking with a human.
Wendy’s software engineers have been collaborating with Google to improve their massive language model for menu ordering keywords and phrases. For example, the company’s milkshakes are known as Frosties, although other customers may just refer to them as milkshakes. Other Wendy’s terminology, such as “biggie bag,” is being incorporated into the chatbot’s vocabulary.
Other variables specific to the drive-thru lane, such as background noise from other persons in the vehicle conversing, the radio playing, or even loud engines and exhaust tones, will have to be dealt with by the order-taking chatbot. In addition, clients’ indecision must be taken into account. How often have you changed your mind in the middle of an order?
Wendy’s chief information officer, Kevin Vasconi, stated that preliminary testing have proven positive. “It’s at least as good as our best customer service representative, and on average, it’s probably better,” he said.
The order-taking chatbot has also been programmed to upsell, which should come as no surprise to anyone. It’ll frequently inquire if you want a larger size or if you’re interested in a daily offer.
Penegor stated that the chatbot’s purpose is to assist eliminate long queues in the drive-thru lane, which may cause some potential consumers to go elsewhere. In my experience, it’s not the enormous lines that turn people away from fast food restaurants, but rather the slow pace and wrong manner with which an order is processed in the kitchen. Other restaurants, such as Chick-fil-A and In-N-Out Burger, have long figured out how to manage huge lineups efficiently.
Wendy’s chatbot will be introduced in June at a company-owned facility in Columbus, Ohio.
