Bojangles, the popular fried chicken fast-food chain, is making significant strides in incorporating artificial intelligence (AI) into its operations. The company has announced that its innovative AI-driven drive-thru ordering system, known as Bo-Linda, has been rolled out to nearly 500 locations across the United States, with plans to extend its reach to an additional 100 restaurants by mid-2027.
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The AI system, which processes over a million orders each week, has achieved a remarkable success rate of 98%. This technology aids in enhancing customer experience by providing detailed explanations of menu items and notifying customers when items are out of stock. Furthermore, Bo-Linda’s dynamic capabilities allow it to offer tailored recommendations based on various factors such as the time of day, current weather conditions, and the restaurant’s inventory.
Since its launch in July 2024, Bo-Linda has gained traction and is currently active in over 55% of Bojangles’ locations. The fast-food chain, which boasts more than 890 company-owned and franchised outlets across 24 states, is confident in the performance of this AI system. A spokesperson for Bojangles commented on the positive feedback received from both customers and employees, highlighting the dual benefit of improved service.
Michael Haynes, a Bojangles franchisee, echoed this sentiment, stating that the practical success of such systems at the operational level is paramount. He emphasised that Bo-Linda has proven to be reliable and consistent, significantly contributing to the efficiency of his staff and enhancing the experience for guests. Haynes praised Bojangles and its partner Hi Auto for their commitment to developing tools that genuinely benefit both customers and staff alike.
As part of their ongoing collaboration, Bojangles and Hi Auto are planning to introduce new features to Bo-Linda. One anticipated enhancement includes a dynamic upselling feature designed to adjust recommendations in real time based on the length of drive-thru queues. This upgrade aims to suggest quicker-to-prepare items when traffic is heavier, thus streamlining service and potentially increasing sales while maintaining operational efficiency.
Additionally, the system will incorporate an image recognition component, enabling staff to verify each order accurately by pairing it with an image of the customer’s vehicle, which is particularly beneficial for dual-lane drive-thrus. An upgrade to the connectivity between Bo-Linda and the point-of-sale system is also in the pipeline. This will involve a new XPI connection with Global Payments’ Genius platform to address previous challenges related to latency and reliability, enabling Bo-Linda to function more effectively at scale.
Interestingly, Bojangles is not alone in its venture into AI within the fast-food sector. Other chains are also exploring similar technologies. McDonald’s, for instance, has introduced an AI pricing portal that offers recommendations tailored to individual restaurants, helping franchisees deliver value to customers while making informed operational decisions. The company is also experimenting with a digital advertising pilot on menu boards in 450 company-owned outlets as part of a broader strategy to enhance its brand presence.
Yum! Brands, the parent company of Taco Bell, has similarly explored AI integration, partnering with NVIDIA to test voice-automated AI ordering agents in 2025, indicating a clear trend within the industry toward leveraging AI for improving customer service and operational efficiency.
With the introduction and planned expansion of AI systems like Bo-Linda, Bojangles is positioning itself at the forefront of technological innovation in the fast-food landscape. As the company continues to enhance its offerings and streamline operations, it raises expectations for how drive-thru services may evolve, providing a glimpse into the future of fast-food dining.
The success of Bo-Linda may well influence other chains to follow suit, illustrating how technology can play a vital role in enhancing the customer experience while addressing the challenges faced by the fast-food industry. As Bojangles continues to invest in its AI capabilities, it stands poised to redefine standards of service within the sector, paving the way for a more efficient and customer-focused dining experience.