In certain instances, we may earn revenue when a reader makes a purchase or completes a form through our pages or on a partner’s website. We adhere to a strict Fast food chains are racing to modernize the drive-thru, but is anyone actually asking for it?
While companies like Wendy’s and Taco Bell roll out new tech, most Americans still prefer a real person at the window. With the rise of the AI drive-thru, customer opinions are split, and not everyone loves the change.
Here’s what the data really says about voice bots, burgers, and drive-thru loyalty.
Key Takeaways
- Most people still prefer speaking to a person at the drive-thru, showing that trust in AI for customer service remains low.
- Only 4% of Americans say they’d rather use a machine, even as more restaurants test customer service chatbot systems.
- Wendy’s and Taco Bell are leaning into AI for customer service, aiming to make ordering quicker and more accurate.
- McDonald’s ended its voice-ordering trial after complaints, showing that some early customer support chatbot setups still need work.
- Younger adults are a bit more open to the idea, but most customers still like the comfort of a real conversation.
AI Drive-Thru Preferences In 2025: What Americans Actually Want
A YouGov survey from January 2025 shows that many fast food customers still lean toward human interaction.
Even with more AI drive-thru restaurants popping up, only a small number of people are ready to make the switch (4%). Fast food chains may see tech as the next step, but for most customers, a friendly voice is still part of the experience.
There’s also a small gap between how men and women use AI drive-thrus. Around 22% of women say they always use them, compared to 14% of men. But this doesn’t mean women are more open to AI. In fact, across the board, the interest in chatbot ordering stays low.
Some brands are testing out customer support chatbot systems to cut waiting times or manage staffing needs. Even so, the message from customers is clear: most people still want a person on the other end of the speaker.
Why AI Drive-Thrus Aren’t Catching on Yet
Fast food chains have been trying out chatbots to speed up drive-thru service, but most people aren’t convinced. There are a few clear reasons why this idea hasn’t taken off.
For a lot of customers, ordering food is a quick moment of routine. Adding technology to that process can feel uncomfortable, especially when it doesn’t make things easier. People want to feel understood, and many still believe a human is better at that than a machine.
There’s also growing frustration with automation in everyday services. More restaurants and stores are using digital tools, but some customers are starting to push back; chatbots can feel cold or unhelpful, especially when something goes wrong.
Some of this might be chatbot fatigue. After dealing with bots on websites, phone lines, and apps, people are tired of repeating themselves or getting stuck in awkward conversations. So, even though AI in customer service is showing up more often, it hasn’t won everyone over.
Younger vs. Older Generations: Who’s More Open To AI Ordering
Age plays a small role in how people feel about AI in drive-thrus, but not enough to tip the scale. Most people, no matter their age, still prefer talking to a person when placing an order.
- 6% of adults under 35 say they’d choose an AI chatbot
- Only 1% of adults over 55 would do the same
This indicates that Gen Z and Millennials are slightly more open to AI-driven customer experiences, but overall, very few are actually in favor of it.
In the end, most people just feel more comfortable ordering from someone who understands them the first time around.
What Brands Like McDonald’s, Taco Bell & Wendy’s Are Doing
Fast-food chains have been exploring different approaches to AI in their drive-thrus, with some moving forward and others taking a step back. These choices show the industry is still figuring out how AI fits into customer service.
McDonald’s Ends Its AI Experiment
The AI drive-thru McDonald’s trial, which began in 2021 with IBM, came to a stop in mid-2024 after being tested at more than 100 US restaurants. This was because customers weren’t happy with how it worked; mistakes with orders and frustration during the process led to negative feedback, some of which spread online.
McDonald’s says it’s still open to testing new voice tools in the future, but for now, that version has been shut down.
Taco Bell Expands Its AI Rollout
The story is different at Taco Bell. The Taco Bell AI drive-thru system has been rolled out to over 500 restaurants, with more than 2 million orders already handled by the chatbot.
The company plans to keep growing the program, with hopes that better accuracy and faster service will help win people over.
Wendy’s Accelerates AI Adoption
Then there’s Wendy’s. So far in 2025, the chain has rolled out its FreshAI system, built with Google Cloud, to more than 160 locations. There are plans to grow that number to between 500 and 600 restaurants by the end of the year.
The system has helped improve order speed and accuracy, though not all customers are fully on board yet.
Still, these Wendy’s drive-thru AI changes show that the company is serious about using tech to reshape how it handles orders.
🇺🇸GOODBYE, HUMAN CASHIERS? WENDY’S LAUNCHES AI DRIVE-THROUGHS IN THE U.S.
Wendy’s new AI, powered by Google Cloud, is taking orders at nearly 100 locations across 19 states.
The AI listens, responds, and takes orders in real time.
Human workers monitor and prepare meals, and… pic.twitter.com/AzTmo4QF2V
— Mario Nawfal (@MarioNawfal) January 26, 2025
The Bottom Line
Most people still feel more comfortable talking to a real person when ordering at a drive-thru, even though some fast-food chains are moving ahead with the tech.
Younger adults are a bit more open to change, but overall, trust in the AI drive-thru experience is still low. For now, human interaction remains the preferred choice at the window.
FAQs
What is an AI drive-thru?
What fast food chains are using AI?
Is McDonald’s using AI drive-thru?
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References
- America doesn’t want AI chatbots in their drive-thrus, but they may change their minds (YouGov)
- McDonald’s ends AI drive-thru trial as fast-food industry tests automation (The Guardian)
- Yum’s Taco Bell shows off AI tool for fast-food managers (Reuters)
- Wendy’s to deploy drive-thru AI to over 500 restaurants this year (Restaurantdive)
