McDonald’s has expressed confidence in the future of drive-thru voice ordering solutions, stating that it will continue evaluations to make an informed decision by the end of the year. This move follows a trend among fast food chains exploring AI technology to enhance speed and reduce costs in their operations.
Several chains in the United States, like Wendy’s with Google Cloud and White Castle with SoundHound AI, are already implementing AI technologies like chatbots and voice assistants in their restaurants. Additionally, Panera, Arby’s, and Popeyes have incorporated the “Tori” voice assistant from OpenCity at select locations.
Despite some success stories like Popeyes UK reporting 97 percent accuracy with their AI-powered drive-thru named “Al,” there have been challenges. McDonald’s automated order taker with IBM, for example, has faced complaints of misunderstanding orders, as documented by customers on social media. Reports suggest difficulties with interpreting accents and dialects, affecting the accuracy of orders.
IBM stated that their technology has comprehensive capabilities and is fast and accurate in demanding conditions but did not address specific challenges mentioned in recent complaints. Although the partnership between IBM and McDonald’s for the automated order taker may be ending, they plan to continue their relationship on other projects. McDonald’s also has an ongoing partnership with Google Cloud to apply generative AI in various business priorities across its restaurants globally.
According to reports from Restaurant Business and CNBC, McDonald’s locations testing the automated ordering technology will turn it off no later than July 26, 2024. Despite this, McDonald’s intends to use many of IBM’s products globally. The success and challenges faced by AI-powered drive-thru systems highlight the ongoing efforts of fast food chains to leverage technology for operational efficiency and customer experience enhancement.
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https://www.bostonglobe.com/2024/06/18/business/mcdonalds-test-ai-drive-throughs-ibm/
