McDonald’s is pausing its AI drive-thru order program for now. If you’ve had trouble with an AI chatbot at your local McDonald’s drive-thru, you might be relieved. The company informed its franchisees that it will end the AI drive-thru ordering partnership with IBM by July 26th, 2024, as reported by Restaurant Business.
McDonald’s began testing the AI system with IBM in 2021, rolling it out in over 100 restaurants. However, the reason for ending the IBM deal remains unclear. Despite the pause, McDonald’s expressed confidence in the potential of voice-ordering technology for the future of its drive-thrus, according to a statement to Restaurant Business.
A possible future direction could involve a collaboration with Google, hinted at in a vague announcement made in December. Bloomberg reported that this deal included a chatbot named “Ask Pickles,” designed to assist employees with tasks like cleaning ice cream machines. Google has also partnered with Wendy’s, which began testing drive-thru AI last year and has since expanded the trial.
Fast food companies are increasingly exploring AI technologies. White Castle has been testing AI from speech recognition company SoundHound. Meanwhile, Carl’s Jr., Hardee’s, and other chains are using an AI drive-thru chatbot, which, as revealed in an SEC filing, often relies on remote human workers in the Philippines.
McDonald’s interest in AI extends beyond drive-thrus. The company has implemented mobile ordering, in-store kiosks, drone deliveries, kitchen robots, and even experimented with AI hiring tools.