Chick-fil-A sticks to human staff for drive-thru orders amid AI push by rivals

Chick-fil-A’s chief executive Andrew Cathy announced that the fast-food chain will not implement artificial-intelligence ordering at its drive-thrus, emphasizing the importance of human hospitality. While the firm is investigating AI applications for internal processes, it aims to preserve employee-customer interaction. This stance contrasts with moves by McDonald’s, which plans to trial its "Archy" voice-AI in English and Spanish, and Wendy’s, which has rolled out FreshAi technology built with Google Cloud.

Chick-fil-A’s 2024 McDonough, Georgia location showcases an elevated drive-thru with a conveyor that delivers meals to staff every six seconds, handling two to three times the traffic of a standard lane. The chain’s 2025 systemwide sales reached roughly $23.9 billion, giving it the scale to pursue a technology-enhanced yet human-focused model.