McDonald's Drive-Thru AI Removed After 2 Years Of Fails
What is the timeline for the removal of AI systems from McDonald's drive-thrus?
McDonald's plans to remove AI systems from its drive-thrus by shutting off the technology in all test locations no later than July 26, 2024. The decision comes after the AI-driven ordering system, developed in partnership with IBM, encountered operational challenges and widespread reports of AI struggles with complex orders. Despite discontinuing its current AI drive-thru efforts, McDonald's remains optimistic about its potential and plans to evaluate long-term, scalable solutions for voice-ordering by the end of the year.
How many McDonald's locations implemented the AI-driven ordering system?
Around 100 McDonald's locations implemented the AI-driven ordering system developed in partnership with IBM. The system was introduced in 2021, with the aim of enhancing efficiency and customer experience4. However, due to operational challenges and the AI's struggles with complex orders, McDonald's decided to discontinue the technology and end the partnership with IBM.
What specific problems did customers face when using the AI system at McDonald's drive-thrus?
Customers faced several problems when using the AI system at McDonald's drive-thrus, such as the AI cashier adding incorrect items to their orders, misunderstanding their requests, and struggling to recognize different accents and dialects. For example, one TikTok user shared a video documenting her experience using McDonald's AI ordering system, where the AI cashier mistakenly added nine sweet teas to her order. In another video, TikTok user Madilynn Cameron filmed herself at a McDonald's drive-thru ordering water and vanilla ice cream, but the AI bot added two sides of butter and four ketchup packets to her order.