McDonald’s has decided to discontinue its AI order-taking technology from over 100 drive-thrus, concluding a test period with IBM.
This was confirmed by a McDonald’s spokesperson to Business Insider who said the technology was unreliable and efficient.
McDonald’s did say that it’ll continue working with IBM on other projects including using AI to improve its workflow.
AI Was 85% Accurate
McDonald’s CEO Chris Kempczinski noted in June 2021 that the technology, which was acquired as part of a global partnership with IBM, was only 85% accurate.
Even in cases where the AI was sufficient, staff help could come handy.
The system’s shortcomings gained attention online, particularly on TikTok, where videos showed customers experiencing issues.
Mcdonald’s To Continue Working With IBM
Despite ending the partnership on this specific project, McDonald’s expressed optimism about future technological collaboration with IBM.
“Our collaboration with IBM has shown us that voice ordering solutions will be part of our restaurants’ future,” McDonald’s stated.
