While the promise of AI technology in business systems is undeniable, success is not always guaranteed. McDonald’s recent trial of automated order taking based on AI voice recognition technology in partnership with IBM highlights the complexities and challenges of integrating new technologies. Despite initial hurdles, the experience gained from this trial will undoubtedly shape future automation efforts and pave the way for innovation in the fast-food industry.
McDonalds USA is ending its 2 year test of automated order taking basedon AI voice recognition technology in partnership with IBM. This was a trial using AI to take orders from drive-thru customers in about 100 restaurants in the USA and had run for about 2 years.
The integration of AI in fast food ordering systems has shown promise in increasing efficiency and reducing human error, but it’s not without challenges. Early implementatons showed customers reporting issues such as difficulty in recognizing various accents and struggling to distinguish voices from background noise. The technology is in use in several US QSR Chains.
McDonald’s states that it is still pursuing new automation options, but obviously this trial did not match their business service aspirations. They will have gathered important experience from the trial that will, no doubt, use that when making their next foray into this space.
Interestingly, in 2021, McDonalds sold their automated ordering business, McD Tech Labs, to IBM as part of a broad agreement between the two companies to explore innovation in this space.