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McDonald's AI drive-thru experiment fails.
McDonald's dumps IBM voice ordering by July 26 vowing better AI by year's end.
Published June 17, 2024 at 4:21pm by Jonathan Limehouse
McDonald's to stop using AI for drive-thru orders, hopes for a "future voice ordering solution."
Per a memo from McDonald's USA Chief Restaurant Officer Mason Smoot to franchisees:
"After a thoughtful review, McDonald's has decided to end our current partnership with IBM on AOT (automated order taking) and the technology will be shut off in all restaurants currently testing it no later than July 26, 2024." (CNBC)
The fast-food giant partnered with IBM in 2021 to test AI ordering at over 100 locations. Smoot said, "While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly," (CNBC; Fox Business).
McDonald's began testing AI drive-thru to "simplify operations for crew and create a faster, improved experience," and continues to look for "a voice ordering solution" for the future, per IBM statement to Restaurant Business Magazine.
Read more: McDonald's to end AI drive-thru experiment by late July, company says