When you pull into a fast-food drive-thru, does it matter whether a person or an automated voice takes your order? For Chick-fil-A, that personal connection is worth keeping.

As other restaurant chains explore artificial intelligence to take orders, Chick-fil-A CEO Andrew Cathy says the company plans to keep that exchange between customers and employees.

Cathy told CNBC that Chick-fil-A will not pursue AI voice ordering in its drive-thru lanes, pointing to the importance of making customers feel welcome.

“From our experience, we really want that hospitality to be human to human,” Cathy said. “We’re not gonna substitute that interaction with technology, because we feel like that hospitality is so important to create that warm environment for consumers.”

The decision comes as competitors look for new ways to handle orders. McDonald’s said at its September investor day that it plans to test Archy, a voice AI system that can take orders in English and Spanish.

Chick-fil-A is exploring opportunities to use AI behind the scenes. Cathy described its approach to technology as “human plus,” with personal service remaining part of the customer experience.

He said the company is considering how people may want to receive their food in the future, including possibilities such as drone delivery.

Other restaurant chains are also putting more attention on the personal side of service. Starbucks purchased about 200,000 Sharpie markers so baristas could write friendly messages on coffee cups, while Burger King’s “Your Way Champion” manager role includes greeting customers and correcting orders.

For Chick-fil-A, hospitality has long been part of doing business. The chain led fast-food customer satisfaction for more than a decade in the American Customer Satisfaction Index. Jersey Mike’s moved ahead in the 2026 study, although Chick-fil-A’s score remained unchanged from the previous year.

Cathy, who succeeded his father as CEO nearly five years ago, said the family-owned company will continue to adapt while holding on to its purpose and mission.

That includes keeping its longstanding practice of closing on Sundays.

As Chick-fil-A considers what comes next, Cathy says the people serving its customers remain an important part of its success.

“Our operators have done such a good job executing on the fundamentals and adding the hospitality to it,” he said.

Sherri Blevins is a staff writer for Yellowhammer News. You may contact her at [email protected].