McDonald’s, the well-known fast food giant, has concluded its venture into AI chatbot technology at drive-thru locations. Despite promising initial responses, the program was terminated after two years of testing, due to numerous operational problems. The AI technology will be withdrawn from over 100 locations where it had been implemented.
In 2021, the corporation partnered with IBM to investigate if automated voice ordering could expedite service, improve operations, and enhance the overall customer experience. Unfortunately, the reality fell short of the expectation. Several fast food complained and other posted their frustrated.
@themadivlog How did I end up a butter #fyp ♬ The Office – The Hyphenate
The decision to wrap up the current program doesn’t mean McDonald’s has entirely given up on the potential of AI for ordering in the future. The corporation is open to collaborations with new tech companies to delve deeper into this possibility. Mason Smoot, Chief Restaurant Officer for McDonald’s USA, applauded the success of the program to date, but emphasized the potential to further investigate voice ordering solutions.
@typical_redhead_ I thought TikTok would appreciate this 💀 #fyp #foryou #foryoupage #comedy #fail ♬ Monkeys Spinning Monkeys – Kevin MacLeod & Kevin The Monkey
By the end of the year, the company plans to make an informed decision about the future of voice ordering solutions. It’s worth acknowledging that McDonald’s has been more cautious in implementing AI at drive-thrus than other companies. Such chains as Checkers and Rally’s, Hardee’s, Carl’s Jr., Krystal, Wendy’s, Dunkin, and Taco Johns have already started testing or employing the technology.
Yet, doubts about the accuracy of voice-recognition technology have arisen. McDonald’s CEO Chris Kempczinski stated in 2021 that the technology was precise about 85% of the time. However, employees had to step in for around one in five orders. Numerous social media videos have depicted customers struggling with incorrect orders.
The fast food industry is exploring automation, especially in California, after Newsom passed outrageous wage hikes for fast food employees.
