McDonald’s has announced the end of its global partnership with IBM on Automated Order Taking (AOT) in its drive-through restaurants in the US. The decision comes after several comical mishaps shared by customers online, which have highlighted the limitations of the AI-powered ordering technology developed by IBM.
The system uses voice recognition software to process orders and was introduced in 2019. However, it has not proven entirely reliable, resulting in viral videos of bizarre misinterpreted orders such as bacon-topped ice cream and hundreds of dollars’ worth of chicken nuggets. Initially, concerns about the technology focused on its potential to replace human workers. However, these mishaps have shown that the transition may not be as straightforward as initially thought.
IBM stated that it will continue working with McDonald’s on other projects in the future, despite the re-evaluation and refinement of plans for AOT. The company maintains that the technology has proven to have comprehensive capabilities, being fast and accurate in demanding conditions. McDonald’s is looking to explore other options for a voice ordering solution in the coming months while seeking the best possible technology for its drive-through operations.
