McDonald’s is scrapping a test of AI-powered voice ordering at select drive-thru restaurants after videos of order mix-ups went viral online. The fast food giant had partnered with IBM in 2021 to launch the AI-based voice ordering system, but after a careful review, they have decided to retire it. Although McDonald’s did not give a specific reason for ending the partnership, viral TikTok videos showed the system making mistakes like picking up orders from the wrong cars and creating unusual food combinations like ice cream with ketchup and butter.
Despite ending the trial, McDonald’s emphasized that this would not be the end of their AI experiments. They stated that their work with IBM has given them confidence that a voice ordering solution for the drive-thru will be part of the future of their restaurants. The company plans to continue evaluating long-term, scalable solutions to make an informed decision on a future voice ordering solution by the end of the year.
This decision comes as other restaurant chains have also been embracing AI technology to improve efficiency and reduce labor costs. Major fast food chains in the US such as Chipotle, Wendy’s, Carl’s Jr, Taco Bell, and Pizza Hut have implemented AI-assisted systems in recent years. Yum Brands, the parent company of KFC, Pizza Hut, and Taco Bell, has also expressed a belief in an “AI-first mindset” for their operations.
Despite the setback with the AI-powered voice ordering system, McDonald’s remains committed to advancing their restaurant technology. They will continue to explore new ways to integrate AI into their operations and are open to testing and implementing new solutions in the future. As they move forward, McDonald’s will continue to work with IBM as a trusted partner and utilize their products in their global system.
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https://www.aljazeera.com/amp/economy/2024/6/19/mcdonalds-scrap-ai-pilot-at-drive-through-outlets-after-order-mix-ups
