McDonald's will stop testing AI to take drive-thru orders, for now
Until when has McDonald's committed to winding down the AI partnership with IBM, and what will happen to the technology in use?
McDonald's has committed to winding down its AI partnership with IBM for drive-thru ordering "no later than July 26th, 2024." The technology will be removed from over 100 restaurants where it has been tested since the partnership began in 2021. The reason for ending the IBM deal is unclear, but McDonald's has expressed confidence that a voice-ordering solution for drive-thrus will be part of its future restaurants.
What role do human workers play in supporting the AI drive-thru technology used by Carl’s Jr. and Hardee’s?
Carl's Jr. and Hardee's use AI drive-thru technology provided by Presto Automation Inc. According to recent filings with the U.S. Securities and Exchange Commission, it was revealed that human workers play a significant role in supporting this AI technology. These workers, referred to as "off-site agents" and located in places like the Philippines, assist during more than 70% of customer interactions. Their role is to ensure that the AI system does not make mistakes, and they help train the system with the goal of reducing human intervention over time.
These human agents enter, review, validate, and correct orders, playing a crucial role in ensuring order accuracy. This aspect of human involvement is integrated so seamlessly that customers are generally unaware of it. Presto believes that its approach to AI development in the drive-thru, combining the strengths of AI with human involvement, allows it to offer a more robust, adaptable, and accurate service to its customers.
Despite the significant involvement of human workers, Presto aims to continue reducing its reliance on human agent intervention while advancing its AI capabilities and maintaining performance levels. The ultimate goal is to create a more efficient and accurate AI system for drive-thru ordering in the fast-food industry.
What specific reasons did McDonald’s provide for ending its AI drive-thru ordering partnership with IBM?
McDonald's has not provided specific reasons for ending its AI drive-thru ordering partnership with IBM. The company told franchisees that it is winding down the program and will remove the tech from over 100 restaurants where it was being tested. However, McDonald's has expressed confidence that a voice-ordering solution for drive-thrus will be part of its future.