By: Jake Smiths

The restaurant industry has long relied on speed and consistency to keep customers satisfied, but the push for technology-driven innovation has accelerated in recent years. Popeyes UK is at the forefront of this shift, using AI to tackle one of the most challenging aspects of quick-service operations: the high-volume drive-thru. Its AI Order Taker, powered by Hi Auto, recently earned the Best Use of AI award at the 2026 Restaurant Marketer & Innovator Awards, highlighting a deployment that combines operational efficiency with customer satisfaction.

The recognition also celebrated David Carey, Chief Technology Officer at Popeyes Louisiana Kitchen UK, as CTO of the Year, in recognition of his leadership in digital transformation across the brand. Among the six finalists, including Burger King UK and Mitchells and Butlers, Popeyes stood out for using AI in a customer-facing role, processing real-time orders while maintaining speed and accuracy across its network.

AI at the Frontline of Service

Popeyes UK deployed the AI Order Taker to address a familiar challenge for drive-thru teams: balancing order-taking with food preparation and customer engagement during peak periods. The system operates autonomously, allowing staff to focus on food quality and guest experience while the AI efficiently handles complex orders.

“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 credited his team’s effort in delivering the innovation: “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 platform is designed for high-volume drive-thru environments, supporting efficient order completion and accuracy across numerous locations worldwide, including in the U.S., U.K., New Zealand, and Australia. The system handles a significant volume of orders annually, showcasing its reliability and scalability.

Recognition for Operational Excellence

The Restaurant Marketer & Innovator Awards, now in their seventh year, recognize strategies that deliver measurable business impact. While other nominees focused on back-of-house AI or talent tools, Popeyes UK was singled out for a solution that directly interacts with guests, combining innovation with practicality.

“We are very happy to see our partners at Popeyes UK being recognized for their forward-looking, innovative approach and operational excellence,” said Daniel Goldfeld, VP of Customer Success and Delivery at Hi Auto. “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.”

Rewriting the Rules of Quick-Service AI

Popeyes UK’s achievement shows how AI can be integrated at the frontline without disrupting the human element of service. By using technology to reduce operational pressure and improve accuracy, the brand demonstrates a blueprint for how QSR chains can innovate while maintaining quality and speed. As customer-facing AI becomes more sophisticated, Popeyes UK’s example signals the next stage of drive-thru evolution: intelligent systems that enhance both team performance and guest satisfaction.

Popeyes UK’s achievement shows how AI can be integrated at the frontline without disrupting the human element of service. By using technology to reduce operational pressure and improve accuracy, the brand demonstrates a blueprint for how QSR chains can innovate while maintaining quality and speed. As customer-facing AI becomes more sophisticated, Popeyes UK’s example signals the next stage of drive-thru evolution: intelligent systems that enhance both team performance and guest satisfaction. This shift is setting a new standard in customer service, where technology complements human effort rather than replaces it.