Wendy’s ‘hyperlogistics’ robots may revolutionize online deliveries
Wendy’s testing ‘hyperlogistics’ system that may revolutionize online deliveries.
The Wendy’s Company is testing an automated system that may revolutionize customer pickup of online orders. Wendy’s announced the new fleet of tunnel-dwelling, self-driving robots in a press release today.
The quick-serve restaurant chain will pilot an underground autonomous robot system from hyperlogistics company Pipedream that will deliver digital food orders from the restaurant kitchen to designated parking spots in seconds. The technology uses autonomous robots to transport orders underground and deliver at a car-side instant pickup portal. Wendy's said it will be the first quick service restaurant to pilot the cutting-edge technology,
Hyperlogistics is a state of logistics where you can have things delivered reliably in under 10 minutes, for less than $1, and can return things just as easily as you receive them. This will enable a more circular economy and make delivery much more accessible, greener, and cheaper.
Pipedream’s asbiration is to enable 90%+ of goods to be delivered to a community in less than 10 minutes for $1/delivery while sharing revenue with the city and removing all emissions and congestion.
Wendy's is planning to integrate Pipedream's underground delivery system into an existing restaurant later this year, with the goals of streamlining order fulfillment, freeing store associates to perform other tasks, and enabling fast order pickup without customers having to leave their cars.
The fast-food franchise will pilot a robot system from Pipedream, a hyperlogistics company, to bring mobile orders from the kitchen to the customer. After ordering on mobile, customers will be able to pull up to an Instant Pickup kiosk and check in at the restaurant using a speaker. The temperature-controlled robots will then transport the food underground from the kitchen to the customer’s car.
Pipedream’s Instant Pickup system allows restaurants, retailers, grocery stores, warehouses, and more to fulfill digital orders seamlessly.
“At Wendy’s, we are consistently innovating to meet our customers however they choose to engage with us,” said Wendy’s senior vice president and CTO Matt Spessard in the press release. “As mobile ordering preferences increase, we’re thrilled to be the first quick service restaurant to partner with Pipedream, leveraging their unique delivery technology and system with the goal of reinventing digital pick-ups to bring more Wendy’s to more people as quickly and efficiently as possible.”
“We know that serving orders quickly and accurately leads to increased customer satisfaction," said Deepak Ajmani, U.S. COO, The Wendy's Company. "Pipedream's Instant Pickup system has the potential to unlock greater mobile order speed of service and accuracy, enabling us to consistently deliver hot and fresh Wendy's products to our fans."
"We're proud to partner with an iconic, innovative brand like Wendy's to bring the future of mobile order pick-up to the quick service industry," said Garrett McCurrach, CEO, Pipedream. "By solving order handoff, the final leg of the digital experience, our Instant Pickup technology allows Wendy's restaurant team members to focus on what matters: serving delicious, high-quality food and connecting with customers in this digital-first world."
Wendy’s believes that mobile and online ordering is on the rise—the company says that 11% of its March 2023 orders were digital. Therefore, this new system is an attempt at enticing customers to engage with the company’s digital offerings without having to leave their cars. Wendy’s plans to integrate the tunnels into an existing restaurant sometime this year.
Earlier this month, Wendy’s said it would test AI in its drive-thru in a partnership with Google. Software engineers at the fast-food chain have been working with Google to build an AI on top of the tech company’s own large language model that will recognize Wendy’s menu vernacular and dialects and accents. Wendy’s Chief Information Officer Kevin Vasconi told The Wall Street Journal that the chatbot is “probably on average better” than the company’s best customer service rep and the AI is apparently programmed to upsell customers by asking for larger sizes, add-ons, or meals.
In another effort to streamline store operations with AI, Wendy’s is proceeding with plans to leverage AI and hybrid cloud tools at the drive-thru window. The retailer is expanding an existing partnership with Google to pilot a solution, called “Wendy’s FreshAI,” which is based on Google Cloud's generative AI and large language models (LLMs) technology.
In October 2021, Wendy’s first announced plans to utilize Google Cloud data analytics, AI, machine learning (ML), and hybrid cloud technology, such as speech-to-text and Google search and maps, to create new ways customers can order food via touchpoints, including drive-thru and mobile device.
Columbus, Ohio-based Wendy's and its franchisees employ hundreds of thousands of people across approximately 7,000 restaurants worldwide.
