Chick-fil-A CEO Declines AI for Drive-Thru Orders, Prioritizing Human Interaction

Chick-fil-A CEO Andrew Cathy has stated that the company does not plan to implement artificial intelligence for drive-thru orders, a move that diverges from a growing trend among fast-food rivals. The company is prioritizing human interaction to maintain its emphasis on "hospitality."

While Chick-fil-A is exploring AI for back-end operations, Cathy emphasized the importance of person-to-person interaction in its drive-thrus. "We’re not going to substitute that interaction with technology, because we feel like that hospitality is so important to create that warm environment for consumers," he told CNBC.

This decision positions Chick-fil-A differently from competitors such as McDonald's, which is testing its voice AI technology, 'Archy,' for order-taking in English and Spanish. Wendy's is also deploying its FreshAi drive-thru technology, developed with Google Cloud, aiming to enhance ordering speed and accuracy.

Despite this stance on drive-thru orders, Chick-fil-A is not avoiding technology entirely. The company has focused on using technology to improve efficiency while preserving human touchpoints. In 2023, Chick-fil-A announced plans for digitally focused restaurant designs intended to "elevate the human touchpoints" and keep human interaction central to the customer experience.

An example of this approach can be seen at Chick-fil-A's elevated drive-thru restaurant in McDonough, Georgia, which opened in 2024. This location features four drive-thru lanes beneath an elevated kitchen and utilizes a conveyor system designed to deliver meals rapidly. The design can reportedly accommodate two to three times more vehicles than a traditional drive-thru. Customers at this location can place orders either digitally in advance or with a Chick-fil-A employee.

This strategic choice comes as the broader restaurant industry increasingly adopts AI and automation to boost efficiency, improve order accuracy, and enhance the customer experience. Chick-fil-A, a privately held company, reported approximately $23.9 billion in U.S. systemwide sales in 2025.

For Cathy, the drive-thru order-taking remains an area where human connection is valued over technological replacement. "We think about all these new things into the future, about how will people want to receive food in the future?" Cathy remarked. "It’s a fun time in the industry, to think about all the possibilities of what we can do to make a better experience for our guests."