June 19th 2024.
McDonald's has announced that it will no longer be using artificial intelligence technology in over 100 of its drive-through systems in the United States. This decision comes after the company experienced some issues with the technology, highlighting potential challenges in the rapid integration of AI in the fast food industry. McDonald's had partnered with IBM to develop and test the AI-driven, voice-automated ordering system in select restaurants, but the glitches have prompted some humorous viral videos on social media, featuring incorrect orders such as bacon-flavored ice cream. Customers also complained about receiving an overwhelming amount of butter or chicken nuggets in their orders.
Due to these challenges, McDonald's has decided to shut off the AI technology in participating restaurants by July 26, 2024. However, the company stated that it will continue to work with IBM on other projects and may even explore other AI partnerships. The partnership between McDonald's and IBM was announced in 2021, with the goal of creating a more convenient and simplified ordering experience for customers and restaurant teams as part of the company's "Accelerating the Arches" growth plan. IBM praised the capabilities of the AI technology developed through the partnership, stating that it is accurate and works well even in demanding conditions.
Despite this setback, McDonald's remains committed to incorporating AI technology into its operations. The company plans to evaluate long-term and scalable solutions for voice-ordering by the end of this year. However, experts believe that the technology is still in its early stages and may need further refinement before being fully integrated into the restaurant industry. Other fast-food chains, such as White Castle and Wendy's, have also experimented with AI-driven solutions, but have faced similar challenges with accuracy and recognition.
Despite these challenges, the fast-food industry remains enthusiastic about incorporating AI technology into their daily operations. McDonald's and other companies see the potential for increased efficiency and automation, but it is clear that there is still work to be done in perfecting the technology. As for McDonald's, the company is determined to continue exploring AI solutions and enhancing the customer experience, but for now, customers can rest assured that their orders will be taken by human employees.
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