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The Independent UK
The Independent UK
Business
J.R. Duren

Burger King and McDonald’s are reversing its course on AI as customers crave human connection

Burger King McDonald Portillo Wendys

The past 10 years in the fast-food industry have been a study in automation.

McDonald’s rolled out in-store kiosks in 2016 for customers to order at instead of waiting in line for an employee at the counter. Wendy’s debuted a human-free AI drive-thru system - “FreshAi” - in 2023.

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