McDonald’s is set to conclude its experiment with artificial intelligence (AI)-powered automated drive-thru order-taking at over 100 locations after facing customer complaints about receiving incorrect items.
The mishaps included adding nine sweet teas to one customer’s order and serving another customer an ice cream cone topped with bacon.
The fast-food giant, based in Chicago, collaborated with IBM on this pilot program two years ago at selected franchises.
However, the company informed franchisees via email on Thursday that the program would cease on July 26. It mentioned a potential reintroduction of AI at its drive-thru windows in the future, as reported by Restaurant Business.
Mason Smoot, chief restaurant officer for McDonald’s USA, conveyed in an email to franchisees, “While there have been successes, we see an opportunity to explore voice ordering solutions more broadly.”
“After careful consideration, McDonald’s has decided to terminate our current partnership with IBM on AOT, and the technology will be deactivated in all testing restaurants by July 26, 2024.”
Smoot also stated that McDonald’s would continue assessing plans for a “future voice ordering solution by year-end” to make an informed decision.
In February, a TikTok user known as “Ren” shared a video recounting how unintended cross-talk from a nearby drive-thru station caused McDonald’s AI to add nine sweet teas to her order, instead of the hash brown, sweet tea, and Coke she had ordered.
Another TikToker, Madilynn Cameron, uploaded a video depicting her interaction with a McDonald’s AI at a drive-thru. She ordered vanilla ice cream without caramel but ended up with cream packets added by the machine.
“I just wanted a large water and a cup of ice cream,” she expressed in the video from November 2022. “Where did the butter come from?”
In January, Cailyn Sykora posted a TikTok revealing the AI-powered drive-thru mistakenly adding over 20 orders of a McNuggets Meal, totaling around $222.
IBM mentioned that while McDonald’s reevaluates its plans for AI order-taking, they look forward to ongoing collaboration on various projects.
The Post has reached out to McDonald’s and IBM for comment.
Other fast-food chains have also integrated AI technology to enhance their customer service experiences.
Companies like Checkers and Rally’s, Hardee’s, Carl’s Jr., Krystal, Wendy’s, Dunkin, and Taco Johns have either tested AI technology for drive-thru operations or permanently implemented it.
Domino’s uses AI voice recognition for order-taking and employs machine learning algorithms for optimizing delivery routes and times.
Starbucks leverages AI for personalized customer recommendations through its app.