In the fast-food industry, operational efficiency has always been critical, but as customer expectations rise, speed alone is no longer enough. Accuracy, consistency, and the ability to scale operations without sacrificing service have become key differentiators. Popeyes UK is demonstrating how AI can address these challenges. Its drive-thru AI Order Taker, powered by Hi Auto, recently earned the Best Use of AI award at the 2026 Restaurant Marketer & Innovator Awards, signaling a new era of customer-facing innovation in quick-service restaurants.
The awards also named David Carey, Chief Technology Officer at Popeyes Louisiana Kitchen UK, CTO of the Year, recognizing his leadership in driving digital transformation across the brand. Among six finalists, including major QSR players like Burger King UK, Popeyes UK stood out for implementing AI in a way that touches the customer directly, rather than focusing solely on back-of-house processes.
Transforming the Drive-Thru, One Order at a Time
High-volume drive-thrus are complex operations, requiring staff to balance order-taking, food preparation, and guest service under intense pressure. The AI Order Taker alleviates this burden by handling orders autonomously, freeing team members to focus on delivering food and hospitality at their best.
“Our drive-thru teams used to juggle order-taking with food prep during rushes. Now they can focus on what they do best: delivering great food with great service,” Carey said. “This award validates what we've experienced firsthand: AI that genuinely makes both our team's lives easier and our guests' experience better.”
Carey also praised his team: “This recognition belongs to our amazing Digital & Tech team who've embraced innovation and helped deliver industry-leading initiatives that are transforming how we serve our customers.”
Hi Auto’s AI Order Taker powers nearly 1,000 locations worldwide, handling over 100 million orders annually with 93%+ completion and 96% accuracy. The platform is designed specifically for high-volume drive-thrus, proving that AI can deliver consistent results even in demanding, real-world environments.
Redefining Innovation in Quick-Service Restaurants
The Restaurant Marketer & Innovator Awards, now in their seventh year, highlight solutions that drive measurable operational impact. While other finalists focused on back-of-house AI tools or HR technologies, Popeyes UK was recognized for a system that directly enhances the customer experience.
Daniel Goldfeld, VP of Customer Success and Delivery at Hi Auto, said: “We are very happy to see our partners at Popeyes UK being recognized for their forward-looking, innovative approach and operational excellence. They saw that AI could make their teams' lives easier and their guests' experience better, and they made it happen. We're honored to support their success.”
AI That Elevates the Human Experience
Popeyes UK’s implementation shows that AI does not need to replace frontline workers to deliver impact. Instead, it can complement their skills, reduce operational stress, and ensure customers receive faster, more accurate service. The success of the AI Order Taker offers a blueprint for how quick-service restaurants can integrate technology into customer interactions, proving that automation and hospitality can coexist and even thrive together.