Chick-fil-A Rejects Drive-Thru AI to Prioritize Human Hospitality
Chick-fil-A CEO Andrew Cathy rejected AI voice ordering in drive-thrus to maintain human interaction while expanding the privately held chain internationally.
CEO Andrew Cathy has reaffirmed that Chick-fil-A will remain a privately held family business, rejecting plans for an initial public offering to prioritize long-term growth over quarterly financial results. This strategy coincides with a period of aggressive expansion into the United Kingdom, Singapore, and Canada, as well as diversification through Red Wagon Ventures, which launched the beverage concept Daybright and the home repair business Acrew Home Professionals.
Cathy explicitly rejected the industry trend of implementing artificial intelligence for drive-thru order taking, contrasting the company's approach with competitors like McDonald's and Wendy's, which are deploying voice AI systems. He stated that the company will not substitute human interaction with technology because hospitality is essential to creating a warm environment for consumers. While avoiding voice AI, the chain continues to use non-voice technology to assist staff, such as a conveyor system at an elevated drive-thru in McDonough, Georgia.
Financially, the company reported 2025 revenue of $10.3 billion, representing a 14% increase, with total system sales reaching nearly $23.9 billion.
