McDonald’s is discontinuing its AI-driven drive-thru ordering experiment, previously conducted in partnership with IBM. The fast-food giant informed its franchisees that the AI program will conclude by July 26th, 2024, as reported by Restaurant Business.
This project, which started in 2021, was deployed across more than 100 McDonald’s locations to evaluate whether an AI voice ordering chatbot could expedite service processes. Although the trials are set to end, McDonald’s noted that the outcomes have reinforced their belief in the potential of voice-ordering solutions in the drive-thru sector as a component of future operations.
Why is McDonald’s Stopping the AI Test?
The cessation of the IBM collaboration comes without a clear explanation from the company; however, McDonald’s has expressed continued interest in integrating similar technologies into their service model.
Alongside the wrap-up of the IBM partnership, there have been hints at a new venture with Google. In December, a vague announcement suggested a deal involving a chatbot named “Ask Pickles,” designed to assist employees with operational questions, including how to maintain ice cream machines.
AI Adoption Across the Fast Food Industry
Furthermore, the fast-food sector, in general, has shown a robust appetite for AI innovations. Other major players like Wendy’s have embraced Google’s technology for drive-thru AI solutions, expanding their tests recently. Companies such as White Castle, Carl’s Jr., and Hardee’s are also exploring or implementing AI chatbots in their operations, with an SEC filing revealing that some of these technologies are supported by remote human workers in the Philippines most of the time.
Beyond AI in customer service, McDonald’s continues to pioneer various automation technologies to reduce reliance on human labor. Their initiatives include mobile ordering systems, self-service kiosks, drone deliveries, robotic solutions in the kitchen, and unconventional AI tools for hiring practices.
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