Dossier
Wharton professor
Coverage of Wharton professor in the Nexus archive.
- Fast-food execs keep pushing for more AI systems, but fail to see the big picture: Customers still want humans
Fast-food chains like McDonald’s and Wendy’s are expanding AI systems for drive-through and ordering, but customer surveys reveal a strong preference for human interactions. Experts argue that automation should complement, not replace, human roles to enhance customer satisfaction.