McDonald's Ends AI Drive-Thru Test with IBM
Source: The DairyNews
McDonald's is discontinuing its automated drive-thru ordering test that utilized artificial intelligence (AI) in collaboration with IBM. This trial, which had been in place for two years across more than 100 of its restaurants, will not be expanded further, the company informed its franchisees in a recent communication.
Despite the cessation of this pilot program, the Chicago-based fast-food leader remains optimistic about integrating AI into its drive-thru systems in the future. McDonald's is looking to explore other voice ordering technologies and partnerships, indicating an ongoing commitment to innovating its service models.
Mason Smoot, McDonald’s USA's Chief Restaurant Officer, stated in a system-wide message that while the partnership with IBM on automated order taking (AOT) yielded some successes, the company sees a broader potential in voice ordering solutions. The technology will be deactivated in all participating restaurants by July 26, 2024, as McDonald's reviews its strategy to decide on a suitable voice ordering solution by year-end.
The initiative began in 2021 following the sale of McDonald’s McD Tech Labs to IBM. The primary aim was to assess whether AI could enhance service speed and simplify operational procedures. Despite ending this particular test, McDonald's confirmed that IBM would remain a "trusted partner," with plans to continue using various IBM products across its operations globally.
For its part, IBM acknowledges the developmental success of its automated order taker technologies, which it claims perform fast and accurately under challenging conditions. The company expressed intentions to engage with other fast-food chains to implement this technology, underscoring its capability in the industry.
As McDonald's recalibrates its approach to automated drive-thru services, both companies anticipate ongoing collaboration on different projects, highlighting the evolving nature of AI applications in the fast-food industry.
Mason Smoot, McDonald’s USA's Chief Restaurant Officer, stated in a system-wide message that while the partnership with IBM on automated order taking (AOT) yielded some successes, the company sees a broader potential in voice ordering solutions. The technology will be deactivated in all participating restaurants by July 26, 2024, as McDonald's reviews its strategy to decide on a suitable voice ordering solution by year-end.
The initiative began in 2021 following the sale of McDonald’s McD Tech Labs to IBM. The primary aim was to assess whether AI could enhance service speed and simplify operational procedures. Despite ending this particular test, McDonald's confirmed that IBM would remain a "trusted partner," with plans to continue using various IBM products across its operations globally.
For its part, IBM acknowledges the developmental success of its automated order taker technologies, which it claims perform fast and accurately under challenging conditions. The company expressed intentions to engage with other fast-food chains to implement this technology, underscoring its capability in the industry.
As McDonald's recalibrates its approach to automated drive-thru services, both companies anticipate ongoing collaboration on different projects, highlighting the evolving nature of AI applications in the fast-food industry.
