Chick-fil-A’s Stand on AI in Drive-Thrus
Chick-fil-A is taking a different approach from the broader fast-food industry, with CEO Andrew Cathy stating that the chain doesn’t plan on using artificial intelligence for taking drive-thru orders.
While the company is looking into AI applications behind the scenes, Cathy shared with CNBC their intention to maintain human interaction at the drive-thru, even as other fast-food chains are increasingly adopting automated ordering systems.
“From our experience, we really want that hospitality to be human to human,” he noted. “We’re not going to substitute that interaction with technology, because we believe that hospitality is essential for creating a warm environment for customers.”
Chick-fil-A hasn’t responded to requests for additional commentary.
This choice puts Chick-fil-A at odds with several major fast-food competitors who are embracing AI for customer orders. For example, McDonald’s recently announced plans to test “Archy,” a voice AI technology capable of taking orders in both English and Spanish.
Wendy’s is also exploring technology, having rolled out its FreshAi drive-thru system, developed with Google Cloud, aimed at enhancing ordering speed, accuracy, and overall consistency.
However, Chick-fil-A is not avoiding technology completely. The company aims to utilize it for efficiency while ensuring that employees still engage with customers.
When it revealed its new digitally oriented restaurant designs in 2023, Chick-fil-A emphasized wanting to use technology to “elevate the human touchpoints” in their restaurants, all while keeping those important human interactions at the forefront of the customer experience.
This strategy is reflected in Chick-fil-A’s innovative drive-thru restaurant located in McDonough, Georgia, which opened in 2024.
This location features four drive-thru lanes beneath an elevated kitchen, employing a conveyor system that supposedly delivers meals to employees every six seconds. The design allows for support of two to three times more vehicles than a typical Chick-fil-A drive-thru. Customers can either order ahead digitally or speak with a Chick-fil-A staff member.
As many restaurant chains are turning to AI and automation to boost efficiency and enhance order accuracy and customer experience, Chick-fil-A’s decision stands out.
The company has solid backing for its strategy, having generated about $23.9 billion in systemwide sales in the U.S. in 2025, according to franchise disclosure figures.
Yet for Cathy, the drive-thru order-taking process remains a domain where technology will not take the place of employees. “We think about all these new things into the future, about how will people want to receive food in the future?” he remarked to CNBC. “It’s an exciting time in the industry to contemplate all the possibilities for enhancing the experience for our guests.”
