McDonald’s has decided to end its partnership with IBM for automated order-taking at drive-thru locations. The collaboration began in 2021 and involved using AI technology to improve efficiency and speed of service at McDonald’s restaurants. While the project will be coming to an end, McDonald’s acknowledged the potential of drive-thru voice ordering and aims to make a decision on a future voice ordering solution by the end of the year.
Despite reports suggesting that IBM’s technology fell short of expectations, other major quick-service restaurant chains like Wendy’s and Checkers and Rally’s have been successful in implementing automated drive-thru voice ordering systems. Wendy’s FreshAI platform, developed in partnership with Google, resulted in a significant improvement in service speed at test locations.
McDonald’s CEO, Chris Kempczinski, emphasized the importance of technology and digital investments in acquiring new customers and building stronger relationships. While McDonald’s has not discussed AI for self-service in recent earnings calls, a widespread implementation of in-vehicle voice AI technology at the chain could pave the way for increased adoption by other companies looking to stay competitive.
The decision to end the partnership with IBM comes as McDonald’s continues to explore the potential benefits of AI technology in drive-thru operations. The success of other QSR chains in implementing voice AI solutions demonstrates the importance of leveraging technology to enhance the customer experience and streamline service processes. McDonald’s remains committed to innovation and is actively exploring future opportunities for utilizing voice ordering solutions in its drive-thru locations.
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https://www.restaurantdive.com/news/mcdonalds-ibm-drive-thru-automation-voice-ordering-ai/719085/