In the next few years, Culver’s may start using artificial intelligence software instead of humans to take drive-thru orders, the CEO of the fast-casual restaurant chain said Monday.
“We are always looking to improve customer experience and certainly automation is one way to do that,” Rick Silva, president and CEO of Culver Franchising System LLC, told the Chicago Business Journal. “Much like other restaurants, Culver’s is looking at how to implement automation with its future growth.”
Last month McDonald’s Corp. CEO Chris Kempczinski said the Chicago-based hamburger chain was testing automated only drive-thru lanes at 10 Chicago restaurants. He said the voice-ordering technology produced about 85% order accuracy.
Silva said it’s too early to tell when Culver’s, which is based in Prairie du Sac, might take the next step and test software to run its drive-thru, but said it is something restaurants cannot ignore if they want to expand.
“One thing I want to make clear is that Culver’s is not looking to replace people working for us but to improve how we deliver our product to customers,” added Silva.
Culver’s has more than 800 locations, and 90% of them are franchisee-owned, including its latest restaurant at 111th Street and Doty Avenue at the Pullman Park development.
The 4,300-square-foot restaurant, which opened Monday, is owned by franchisee Baron Waller, who has seven restaurants, including six in Illinois.
“I hired 70 people to work at the Pullman restaurant and many are from the area,” said Waller. “Next year I plan to open another Culver’s on the West Side of Chicago at the corner of the soon-to-built Chicago Police Academy, and I hope to continue opening restaurants in under-served neighborhoods especially on the South and West Sides of town.”
