the staff of the Ridgewood blog
Ridgewood N J, ever get your McDonald’s order mixed up at an AI-powered drive-thru? You’re not alone, and it seems this experiment is coming to an end. On Monday, McDonald’s announced the conclusion of its global partnership with IBM, which has been testing AI-driven order takers at select locations since 2021.
However, this doesn’t mean AI is disappearing from McDonald’s drive-thrus altogether. The fast-food giant hinted at exploring other voice ordering solutions in the future. “Our work with IBM has given us the confidence that a voice ordering solution for drive-thru will be part of our restaurants’ future,” McDonald’s stated, noting that it will continue evaluations to decide on a future voice ordering solution by the end of the year.
The AI Drive-Thru Landscape
McDonald’s isn’t the only chain experimenting with AI. Wendy’s has partnered with Google Cloud to develop “Wendy’s FreshAI” chatbot. White Castle is collaborating with SoundHound AI, aiming to bring voice-powered technology to over 100 restaurants by the end of 2024. Additionally, Panera, Arby’s, and Popeyes have implemented OpenCity’s “Tori” voice assistant in some locations. Even Popeyes U.K. has launched an AI-powered drive-thru named “Al,” boasting a 97% accuracy rate from its pilot program.
Mixed Success and Challenges
Despite the promising potential of AI in fast food operations, success has been varied. McDonald’s AI order taker, developed with IBM, has faced numerous complaints, with customers frequently documenting order mishaps on social media. One viral TikTok video, for instance, showed the AI repeatedly adding chicken nuggets to an order despite customers’ attempts to stop it. Other errors included adding odd extras like ice cream with ketchup and butter or misinterpreting orders from nearby cars.
Sources told CNBC that the AI had difficulties with different accents and dialects, impacting order accuracy. While McDonald’s did not comment on the accuracy issues, IBM defended the technology, stating it is “fast and accurate in some of the most demanding conditions.”
The Future of AI at McDonald’s
According to a memo obtained by Restaurant Business and CNBC, the automated order technology will be discontinued at McDonald’s locations by July 26, 2024. Nonetheless, both IBM and McDonald’s emphasized that their partnership on other projects will continue, and McDonald’s will still use many of IBM’s products globally.
Moreover, McDonald’s recently launched a multi-year partnership with Google Cloud. This collaboration aims to move restaurant computations into the cloud and apply generative AI across several business areas worldwide.
While the current AI-driven order taker experiment may be ending, McDonald’s commitment to integrating advanced technology into its operations indicates that AI will continue to play a significant role in the future of fast food.
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