KFC has begun a new technology trial, implementing artificial intelligence (AI) for customer orders at five drive-thru locations in Greater Sydney.
The fast-food chain is testing “voice ordering technology” at its outlets in South Penrith, Wetherill Park, Mt Druitt, Minto, and Frenchs Forest. Despite the introduction of this new system, customers can still choose to place their orders with a human employee if they prefer.
KFC aims to enhance the dining experience for both customers and staff with this new technology. The company assures that no employees will lose their jobs due to the trial.
“We are excited about the new technology, which allows our team members to focus more on food preparation and improving customer service,” KFC stated. “This trial will not replace any positions, and customers always have the option to interact with a team member at the drive-thru. We encourage feedback as we refine this technology.”
The announcement comes shortly after McDonald’s decided to discontinue its AI ordering system in over 100 U.S. restaurants. McDonald’s ended its partnership with IBM, having sold its McD Tech Labs in 2021. While McDonald’s AI technology will be phased out on July 29, the company hinted that AI could still play a role in its future.
KFC is not alone in exploring AI ordering. Competitors like Wendy’s, Taco Bell, and White Castle are also running their own AI trials.
However, experts and industry leaders caution that early adopters of AI technology might not immediately see significant benefits. U.S. trials have shown issues with the technology’s ability to understand various accents and dialects, affecting order accuracy.
Peter Saleh, an analyst at BTIG, highlighted that the technology currently achieves only 80-85% accuracy. He believes that for AI ordering to be viable, it must reach at least 95% accuracy and offer cost savings for franchisees.