United States: McDonald’s decided to end an experiment of artificial intelligence (AI)-assisted ordering at a few drive-through locations after recordings of order blunders went viral online.
As restaurant chains scramble to use the technology to save rising labor costs, the fast food behemoth decided to withdraw the AI-powered voice-ordering system from roughly 100 locations. In 2021, McDonald’s and IBM partnered to begin the test program at a few drive-through locations around the United States.
Restaurant Business, a trade newspaper, broke the story first on Friday. “After a thoughtful review, McDonald’s has decided to end our current partnership with IBM on AOT and the technology will be shut off in all restaurants currently testing it no later than July 26, 2024.”
McDonald’s stated that “our work with IBM has given us the confidence that a voice ordering solution for drive-thru will be part of our restaurants’ future,” indicating that the cancelled trial will not be the end of their AI studies.
The Chicago-based company sent a statement to various US media outlets stating, “We see tremendous opportunity in advancing our restaurant technology and will continue to evaluate long-term, scalable solutions that will help us make an informed decision on a future voice ordering solution by the end of the year.”
McDonald’s ended their cooperation, but they did not explain why. TikTok users posted videos of the system picking up orders from the wrong cars, duplicating orders, and creating strange combinations of food, such ice cream with butter and ketchup.
With the promise of quicker workflows and cheaper expenses, several significant US fast-food chains, including Taco Bell, Pizza Hut, Wendy’s, Carl’s Jr., Chipotle, and Wendy’s, have begun implementing AI systems.
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