If you’ve been to a drive-thru recently, you might have noticed that many of them are being operated not by human beings, but by computers.
Artificial intelligence-powered drive-thru systems have been publicly tested by many different companies for several years. However, there were always major issues that prevented them from seeing wider adoption.
To start, companies found that customers were able to easily trick or confuse their systems. For example, a viral trend encouraged customers to use AI drive-thrus to order hundreds of water cups—a request to which the AI gladly acquiesced. Videos also went viral showing AI drive-thrus failing to understand basic orders.
Consequently, many chains ditched AI drive-thrus until the technology improved. Now, some are bringing them back—with mixed results.
What Went Wrong In This AI Drive-Thru?
In a video with over 20,000 views, TikTok user @homemadenlove shows herself holding a Wendy’s Frosty while seated in her car.
“So I’m in Georgia, and I end up getting this for free because Wendy’s has AI,” she explains.
According to the TikToker, she asked the AI for more details about the Frosty. Per the Wendy’s website, the item is one of two Girl Scouts Thin Mints Frosty options.
Once she asked for more details, the AI added it to her order. She requested that it be removed. But, when she got to the window, she found out that it had already been made.
“I pulled up to the window. I’m like, ‘What is that?’” she recalls.
Problems With AI Drive-Thrus
The TikToker appears to be unique in having the experience of an AI drive-thru providing her with free food. If others have been able to replicate this, they do not seem to be posting about it online.
That said, the TikToker’s issue points to just one of many problems with companies using AI to power their drive-thru systems.
For example, AI drive-thru and voice recognition systems have improved in recent years. That said, they can still struggle with slow speakers or speakers with uncommon vocal cadences. This is why some drive-thru systems now bear signs telling customers to not say “um” or “ah.”
Not only that, but these AI systems can sometimes have problems doing even basic calculations or modifications. In one example, a man ordered a single item from White Castle—only for the drive-thru to add dozens of additional items. By the end, his bill was over $15,000.
These problems are among the reasons why, when polled, most Americans say they prefer humans taking drive-thru orders over chatbots. According to a February 2025 YouGov survey, just 4% of respondents say they’d prefer a chatbot to a human. That said, this opinion may shift in either direction as AI-powered drive-thru systems become more common.
Can You Get Around AI Drive-Thrus?
If you really don’t like talking to the robotic system, most AI-powered drive-thru systems have failsafes in place that still allow you to connect with a human. This may be especially relevant to those with specific orders or those who have allergies that need to be conveyed in exact detail.
Most of the time, a real person can be accessed by simply stating, “Connect me with a real person,” or “I would like to speak with a real person.” From there, you can place your order with a human being.
Alternatively, some customers have reported that employees automatically jump in when they realize something is amiss. For example, in the aforementioned cases of customers ordering hundreds of water cups, many videos show an employee taking over the order before it can be completed.
@homemadenlove Wendy’s Girl Scout Cookies #wendys #girlscoutcookies
BroBible reached out to Wendy’s and @homemadenlove via email.