TLDR
The AI-powered voice ordering system faced issues with accuracy, as videos of its mishaps went viral on social media platforms like TikTok in 2023.
Despite the setback, McDonald’s remains confident that voice ordering solutions will be part of the company’s future and plans to evaluate alternative options by the end of the year.
The fast-food chain has been exploring various technologies to improve efficiency and customer experience, including AI-powered menu boards, mobile ordering, and kitchen robots.
Other fast-food chains, such as Wendy’s, White Castle, Carl’s Jr., and Hardee’s, are also experimenting with AI-powered drive-thru systems, highlighting the industry’s interest in automation.
McDonald’s, the world’s largest fast-food chain, has announced that it will be removing its Automated Order Taker (AOT) technology from over 100 restaurants where it was being tested.
The decision marks the end of a partnership with IBM that began in 2021, which aimed to develop and deploy AI-powered voice ordering systems at McDonald’s drive-thrus.
The AOT technology was intended to simplify operations for crew members and create a faster, improved experience for customers.
However, the system faced challenges with accuracy, leading to frustration among some patrons. Videos showcasing the AI’s mishaps, such as incorrectly adding items to orders or misinterpreting requests, went viral on social media platforms like TikTok in 2023.
Despite the setback, McDonald’s remains optimistic about the future of voice ordering solutions in its restaurants. In a statement, the company expressed that the work with IBM has given them confidence in the potential of such technology and that they will continue to explore long-term, scalable solutions. The fast-food giant plans to make an informed decision on an alternative voice ordering system by the end of the year.
McDonald’s has been at the forefront of integrating technology into its operations to improve efficiency and customer experience.
The company has introduced AI-powered menu boards that include an automated suggestive selling feature. It has also invested in mobile ordering, in-store kiosks, and even experimented with drone deliveries and kitchen robots.
The fast-food industry as a whole has shown a growing interest in automation, with several other chains also experimenting with AI-powered drive-thru systems.
Wendy’s, for example, has been testing an AI chatbot based on Google’s technology and has since expanded its trial.
White Castle has partnered with speech recognition company SoundHound, while Carl’s Jr. and Hardee’s have employed an AI drive-thru chatbot that relies on remote human workers in the Philippines for most interactions.
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