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Fast-food giant McDonald’s is stepping away from artificial intelligence (AI) after trialling the technology for two years.
The golden arches partnered with IBM to roll out an AI-powered automated ordering system across over 100 of its restaurants. Now, despite some success with the systems, McDonald’s is reverting to normal ordering for the time being.
“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,” McDonald’s USA chief restaurant officer Mason Smoot told franchisers in a message seen by media.
“While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly,” he said.
The fast-food giant will reportedly make “an informed decision on a future voice ordering solution by the end of the year”.
Despite the ordering system being removed, McDonald’s has avoided ruling out the possibility of AI drive-thru ordering in the future, adding that the test demonstrated the potential for voice-ordering solutions to improve the ordering experience for its customers and “simplify operations” for its crew members.
“Through our partnership with IBM, we have captured many learnings and feel there is an opportunity to explore voice-ordering solutions more broadly,” McDonald’s told FOX Business on Monday (17 June).
“After thoughtful review, McDonald’s has decided to end our current global partnership with IBM on AOT beyond this year. IBM remains a trusted partner, and we will still utilise many of their products across our global system.
“As we move forward, our work with IBM has given us the confidence that a voice-ordering solution for drive-thru will be part of our restaurants’ future.
“We see tremendous opportunity in advancing our restaurant technology and will continue to evaluate long-term, scalable solutions that will help us make an informed decision on a future voice-ordering solution by the end of the year.”
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