KFC is trialling controversial new drive-through feature in Sydney

The fast-food giant has confirmed a change at its drive-throughs in several Sydney locations – leaving some threatening to ditch KFC.

KFC has confirmed it is trialling a controversial new drive-through feature – just months after it was axed by a popular fast-food giant in the US.

Five Sydney outlets are now using artificial intelligence (AI) to take customer orders at drive-through booths in a bid to “elevate the restaurant experience for both customers and team members”.

However, the chicken experts have insisted drivers can still request an employee take their order at the participating restaurants in South Penrith, Wetherill Park, Mt Druitt, Minto and Frenchs Forest.

There’s a hi-tech new way to order your fried chicken in 5 Sydney KFC drive-throughs. Picture: Lauren DeCicca/Getty Images

“The new technology is being embraced by team members as it allows more time to prepare food and deliver a great experience for our customers,” a spokesperson for KFC Australia said.

“Importantly, this trial isn’t replacing any jobs. If customers want to speak to a team member at the drive-through instead, this option is always available.

“As we continue to test and refine this new technology, we are welcoming customer feedback.”

The fast-food giant is trialling an AI assistant called Kacy to take customer orders. Picture: 7News

However, reaction to the announcement has been mixed, with some questioning; “why is this even necessary”.

2GB radio host Ben Fordham was left very impressed by the AI assistant – who is called Kacy – after he sent his traffic reporter Wilba to test it out.

The artificial human was able to understand everything thrown at it, from ordering fries with no salt, to a McDonald’s Big Mac, which Kacy was quick to point out, “Sir, this is a KFC”.

“Wilba was trying to trick Kacy, and it came out Kacy 1, Wilba nil,” Fordham declared on air Thursday.

“They say it’s not going to take any jobs away, but when you think about it, if it works as well as that sounds it’s working, then eventually we’ll walk into a fast food outlet and won’t need a human being.”

However, a 7 News journalist didn’t have the same smooth experience, with a real-life employee having to jump in and take over from Kacy in order to complete the order.

First reactions have been mixed. Picture: 7News

The Australian chicken expert said the new feature will not replace human employees. Picture: NCA NewsWire / Flavio Brancaleone

On social media, many said they would ditch KFC altogether if the move was rolled out nationwide.

“No more KFC for me. If they wanna replace humans with AI then they can just have AI customers,” one wrote on Facebook.

“Are they going to make the food cheaper?” another asked on TikTok.

As one claimed: “This will put a whole lot of teenagers out of jobs.”

“Please no,” one added.

Overseas the technology proved successful, with McDonald’s axing its trial of the AI assistant in the US after angry customers reported receiving items they didn’t order.

More than 100 restaurants have been using the robots to take orders after the American-born fast food chain partnered with IBM on the pilot program two years ago.

But the franchisees involved in the program have been told the AI trial is coming to an abrupt end after a string of costly mistakes, the New York Post reported in June.

The gaffes included adding nine sweet teas to one customer’s order and giving another customer an ice cream cone topped with bacon.

Originally published as KFC is trialling controversial new drive-through feature in Sydney