---
title: "Anthony’s Coal Fired Pizza & Wings Keeps It Real"
url: https://burnaze.com/article/30111846-880e-4b5f-babd-fce2ce42c7f4
source: "Franchising.com"
original_url: https://www.franchising.com/news/20230920_anthonys_coal_fired_pizza__wings_keeps_it_real.html
category: "Pizza"
industry: "Restaurants"
segment: "Pizza"
published: 2023-09-20T12:00:00.000Z
modified: 2026-10-31T20:32:41.375Z
image: https://images.unsplash.com/photo-1555396273-367ea4eb4db5?w=1600&q=80&auto=format&fit=crop
---

# Anthony’s Coal Fired Pizza & Wings Keeps It Real

**TL;DR:** Anthony's Coal Fired Pizza & Wings has stopped using an automated answering system and now has humans take phone orders. The company's priority is to do what's best for the guest, according to Carl Bachmann, Chief Executive Officer of BurgerFi.

*originally published in Franchising.com on 2023-09-20. [Read the original](https://www.franchising.com/news/20230920_anthonys_coal_fired_pizza__wings_keeps_it_real.html).*

## Story

"Our guests have told us loud and clear that they want to speak with a human when placing orders,” said Carl Bachmann, Chief Executive Officer of BurgerFi. "Technology is critical for innovation but AI for guest service was not providing an exceptional experience for our guests. Becky - our AI - has been removed. It's time for her to go, so we're saying ciao, baby! We want our guests to know we welcome them back - and their calls!”

As the rest of the world moves toward AI, Anthony’s priority is always to do what’s best for the guest. The company will no longer use an automated answering system and instead will have humans operating their phones. Customers will get to chat with a live person instead of an AI. “Everyone at Anthony’s must be serving a guest or someone who is,” said Bachmann.” It must be a win for the guests, a win for the team members and a win for our stakeholders.”

## Entities

- Franchising.com (publication)
- Restaurants (sector)
- customer service (topic)
- guest experience (topic)
- BurgerFi (company)
- Carl Bachmann (person)
- Anthony's Coal Fired Pizza & Wings (company)
- ai replacement (topic)

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Originally reported by Franchising.com (https://www.franchising.com/news/20230920_anthonys_coal_fired_pizza__wings_keeps_it_real.html). Summarized by Burnaze (https://burnaze.com/article/30111846-880e-4b5f-babd-fce2ce42c7f4).