Chick-fil-A Skips the AI Drive-Thru Trend, Sticks With Human Service

Atlanta-based Chick-fil-A is bucking a growing fast-food trend by refusing to replace human drive-thru workers with AI voice-ordering systems, even as rivals race to adopt the technology. CEO Andrew Cathy told CNBC that person-to-person hospitality remains central to the brand's drive-thru experience and that the company has no plans to swap that interaction for automation. He said the warmth of human service is a key part of what makes the experience feel welcoming to customers. The privately held chain reported nearly $23.9 billion in sales in 2025, making it one of the most successful players in the fast-food industry even without voice AI. By contrast, McDonald's is preparing to test a voice AI system called "Archy" in both English and Spanish, and Wendy's has begun rolling out its own Google Cloud-powered ordering tool, "FreshAi." While Chick-fil-A is holding off on AI at the speaker box, it isn't avoiding technology altogether. In 2024, the chain opened a high-tech drive-thru in McDonough featuring four lanes and a conveyor system capable of delivering food to workers every six seconds, speeding up service behind the scenes. It remains unclear whether Chick-fil-A could reconsider voice AI if customer expectations change in the future.