Making AI Possible:Building Inclusive AI: Lessons Learned from Production - Feb 2026 Welcome to the Making AI Possible Podcast—your monthly deep dive into the latest breakthroughs in artificial intelligence and how they’re shaping the world around us. Produced at Caltech in Pasadena, California, this series features in-depth conversations with the people driving AI innovation forward. In our second episode of Making AI Possible for Season 2, Director of AI Programs, Nicholas Beaudoin, sits down with Will Croushorn, MBA, a leader behind Wendy’s FreshAi initiative, to explore how artificial intelligence is reshaping one of the most iconic retail experiences: the drive-thru. Will shares how his team moved from experimental pilots to production-grade systems, the unexpected challenges and “aha” moments along the way, and the technical complexity behind building AI that can operate in noisy, real-world environments at massive scale. We explore how technology is advancing accessibility and inclusion—from language support to physical-ability considerations—and what this democratization of AI means for the future of retail. Will also offers candid advice on measuring ROI in operational AI systems, and a forward-looking view of what’s next as AI begins to mirror the human customer experience. Will Croushorn, MBA currently leads FreshAi at Wendy's, one of the world's largest deployments of generative AI in a physical retail environment. He focuses on taking AI from "hype" to revenue-generating operational reality and produced a 0-to-1 pilot to a mass deployment across 600+ enterprise locations, achieving ~99% order initiation success and ~95% autonomous handle rate. In addition, Will has pioneered the "Digital Drive-Thru," turning offline voice data into structured business intelligence to optimize operations in real-time. He worked in SaaS innovation for logistics and recruiting, and spent 5 years leading international development operations in the Middle East. Will thrives in ambiguity and specializes in translating complex technical capabilities into intuitive, human-centric user experiences. ♦ As Caltech CTME's Affiliate Director of AI Programs, Nicholas Beaudoin intersects strategic program development with hands-on curriculum design, positioning AI/ML education programs at the forefront of technological transformation. Leading the AI programs at Caltech's Center for Technology & Management Education, Nicholas' focus is on delivering impactful learning experiences tailored to a diverse clientele, including private and public sectors, as well as government and non-profit organizations.
