McDonald’s Makes Major Decision On Its AI-Powered Drive-Thru

In a letter to its franchisees, McDonald’s announced that its artificial intelligence program for drive-thru ordering would be ending.

McDonald’s Chief Restaurant Officer Mason Smoot stated, “After a thoughtful review, McDonald’s has decided to end our current partnership with IBM on AOT [automated order taking].”

Smoot added, “The technology will be shut off in all restaurants currently testing it no later than July 26, 2024.”

Since 2021, over 100 McDonald’s locations have used AI-powered technology in their drive-thrus.

McDonald’s to end AI drive-thru experiment after errant orders — including one that added bacon to ice cream https://t.co/yxmGQnFAAN pic.twitter.com/6tWck46XHh

— New York Post (@nypost) June 17, 2024

#Mcdonalds is pulling the plug on their AI drive thru… for now

The tech they were using was powered by IBM. It was shut down for incorrect orders at various locations.

McDonalds is still open to re-implementing this tech in the future once they figure it out. #ai #mcdonalds… pic.twitter.com/fpMGs7bbOT

— Rider Harris (@riderjharris) June 17, 2024

Here’s what Fox News shared:

McDonald’s has informed franchisees that it is ending an artificial intelligence drive-thru order taking program, a report says.

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In a message obtained by Restaurant Business magazine, McDonald’s USA Chief Restaurant Officer Mason Smoot said “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.”

More than 100 McDonald’s locations were testing the technology, dating back to 2021, according to the magazine.

“While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly,” Smoot reportedly added, noting that the company will make “an informed decision on a future voice ordering solution by the end of the year.”

McDonalds hired IBM to develop an AI-based drive thru ordering system.

It had a high failure rate, and now McD's is pulling out

Feels obvious that we should be using AI & that IBM is the wrong vendor.

Somehow I think "Nobody Gets Fired For Buying IBM" doesn't apply anymore. pic.twitter.com/WH41hStoyV

— Sheel Mohnot (@pitdesi) June 17, 2024

Per The New York Post:

McDonald’s is reportedly planning to end its artificial intelligence-powered automated drive-thru order-taking experiment at more than 100 locations after angry customers reported receiving items they didn’t order.

The gaffes included adding nine sweet teas to one customer’s order and giving another customer an ice cream cone topped with bacon.

The Chicago-based fast food chain and IBM partnered on the pilot program two years ago at select franchises.

But the company informed franchisees in an email Thursday that the program will end July 26, though it said it will likely reintroduce the use of AI at its drive-thru windows sometime in the future, according to Restaurant Business.