McDonald’s has ended its pilot project that aimed to use artificial intelligence (AI) to automate the process of taking orders from customers in the drive-thru. A spokesperson for the company stated that the decision was made after inconsistent outcomes from the initiative, as reported by CNBC. McDonald’s is not yet prepared to expand voice ordering features to all of its locations.
The purpose of the trial was to assess whether an automated voice ordering system could streamline operations for employees and improve the overall customer experience by providing quicker service. Despite ending the AI project, McDonald’s sees potential in exploring voice ordering solutions further in the future. The fast-food giant collaborated with IBM technology for this test, which began in 2021 and was operational in 100 restaurants across the United States.
Some customers on social media platforms have complained about inaccuracies resulting from errors on basic orders, while other fast-food chains like Chipotle, Taco Bell, and Pizza Hut are also experimenting with AI tools within their establishments to reduce labor costs associated with kitchen operations and cash registers. These developments reflect a growing trend towards automation and digital innovation in the industry aimed at enhancing various aspects of service delivery.
