McDonald’s has decided to end its AI drive-thru ordering partnership with IBM after facing customer complaints about misunderstanding orders. The fast-food giant tested IBM’s chatbot feature in its drive-thru for automated order taking, which ultimately led to dissatisfaction among customers. Franchisees were informed that the collaboration will cease after July 26, with McDonald’s senior vice president Mason Smoot stating that they will explore voice ordering solutions more broadly.
Former McDonald’s corporate chef Mike Haracz criticized the AI experiment as a “disaster,” emphasizing the need for human oversight when utilizing AI in public settings. Despite ending the partnership with IBM for automated order taking, McDonald’s remains open to exploring new technology solutions within its restaurants.
While McDonald’s’s partnership with IBM may have ended, the tech giant continues to work with other fast-food establishments to implement AI technologies. Wendy’s collaboration with Google Cloud for “Wendy’s FreshAI” and White Castle’s initiative with SoundHound AI are examples of ongoing AI projects in the fast-food industry.
Although the McDonald’s AI experiment faced setbacks, the company still sees potential in advancing its restaurant technology. IBM will continue exploring pilot offerings with Quick-Serve Restaurant customers interested in AI technologies. The closure of the AI drive-thru ordering program does not signify the end of McDonald’s exploration of AI solutions, as they aim to evaluate long-term, scalable options for a future voice ordering solution by the end of the year.
Overall, while the McDonald’s IBM partnership may have encountered challenges, both companies remain committed to exploring the vast potential of AI in the food industry. Despite the discontinuation of the automated order taker program, McDonald’s looks forward to future collaborations with IBM and other technology partners to enhance its operations and customer experience.
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https://marketrealist.com/what-happened-to-mc-donalds-ai-drive-thru-experiment-with-ibm/