McDonald’s pulls AI ordering from drive-thrus — for now
CNN
McDonald’s is pulling the plug on an AI-powered voice automated ordering technology it was testing at more than 100 restaurant drive-thru systems in the US, bringing into question the rapid rollout of AI in the fast food industry.
McDonald’s is pulling the plug on an AI-powered voice-automated ordering technology it was testing at more than 100 restaurant drive-thru systems in the US, causing a hiccup in the rapid rollout of AI in the fast food industry. The company had worked with IBM on a global partnership to develop and test AI-driven ordering technology at some of its restaurants. The fast food giant says it’s still working on AI-related solutions at a time when its rivals are also investing in AI. The move also raises questions if the two-year-old project with IBM was already out of date at a time when large tech companies are making rapid improvements to AI technology. It plans to shut off the technology in restaurants participating in the test “no later than July 26, 2024,” according to reporting from trade publication Restaurant Business. “IBM remains a trusted partner and we will still utilize many of their products across our global System,” McDonald’s said in an email sent to franchisees and shared with CNN. But the company suggested it will look at AI partners other than IBM. McDonald’s and IBM launched their partnership in 2021, announcing the development of Automated Order Taking (AOT) technology to create a more convenient and simplified ordering experience for its customers and restaurant teams as a part of its “Accelerating the Arches” growth plan. IBM said the AOT technology that emerged from the partnership has “some of the most comprehensive capabilities in the industry, fast and accurate” in demanding conditions.
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