McDonald’s Halts AI Chatbot for Drive-Thru Orders, Shifts Focus to Alternative Solutions
McDonald’s customers who have experienced inaccuracies with their orders placed through the AI chatbot at the drive-thru window may find solace in this update: McDonald’s is reportedly phasing out its partnership with IBM for the AI-driven drive-thru ordering system.
According to Restaurant Business, McDonald’s franchisees have been informed that the tech will be removed from the over 100 restaurants where it has been undergoing testing, with the wind-down process scheduled to be completed no later than July 26, 2024.
The rationale behind McDonald’s decision to terminate the IBM partnership remains unclear. The company, however, expressed confidence in the potential of voice ordering solutions for drive-thru services based on the results of the test. Restaurant Business reported that McDonald’s was evaluating the AI chatbot’s ability to expedite service and that the test results left the company optimistic about the future integration of voice ordering in its restaurants.
An alternative solution could be on the horizon, as McDonald’s announced a deal with Google in December. While the specifics of the deal have not been disclosed, Bloomberg reported that it encompassed Google’s chatbot named ‘Ask Pickles,’ which is designed to assist employees with tasks such as cleaning ice cream machines. However, it’s worth noting that Google has also partnered with Wendy’s, which began testing drive-thru AI technology based on Google’s tech in 2022 and has since expanded the trial.
The fast food industry as a whole has shown a growing interest in AI technology. White Castle has been experimenting with AI from speech recognition company SoundHound, while Carl’s Jr., Hardee’s, and others have implemented an AI drive-through chatbot that an SEC filing revealed relied on remote human workers in the Philippines for the majority of the time.
As McDonald’s moves forward with its plans to discontinue the IBM partnership, the industry will continue to explore the potential of AI in streamlining drive-thru ordering processes and enhancing the overall customer experience.
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