McDonald's and other fast-food companies are increasing attention to employee service as automated ordering expands. Fortune reported in July that about 80% of diners would pick a person over AI to take their order.
The industry has used automation for years. McDonald's added in-store kiosks in 2016, and Wendy's launched its FreshAI drive-thru program in 2023. McDonald's also rolled out ArchIQ, an AI drive-thru chatbot, as part of its McDonald's > NEXT initiative earlier this year.
Burger King is redesigning some restaurants to make contact with workers more visible. Company President Tom Curtis told The Wall Street Journal that diners want to encounter a friendly employee and that Burger King must adapt as personal interaction becomes rarer in fast food.
Planned changes at McDonald's, Burger King, Starbucks and Wendy's include livelier welcomes, keeping counter workers available for complaints and having employees confirm order accuracy. Wendy's Chief Financial Officer Ken Cook also said the company continues to put money into digital ordering, according to Fortune.
Portillo's has employees take drive-thru orders outside rather than using only a speaker and menu board. The Chicago-based chain also had baristas coach workers on conversational customer engagement during waits. The Independent, citing The Wall Street Journal, and Fortune described the broader changes.
In Arizona, the counter and drive-thru jobs at the center of these changes pay at least the state minimum wage, which rose to $15.15 an hour on Jan. 1, 2026, according to the Industrial Commission of Arizona.
