McDonald’s has announced that it will be ending its AI drive-thru trial after receiving customer complaints about incorrect orders, including bacon being added to ice cream. The fast food chain’s AI ordering system, developed by IBM, was implemented at over 100 locations in the US in 2021.
However, the technology’s reliability has been called into question in recent months, with numerous videos surfacing on social media showing order mix-ups. In one instance, a customer received $211 worth of chicken nuggets added to their order, while in another, a woman attempting to order a vanilla ice cream and bottle of water ended up with multiple sundaes, ketchup sachets, and butter instead.
The decision to end the partnership with IBM and remove the technology from all restaurants currently testing it was first reported by the trade publication Restaurant Business. McDonald’s has instructed franchisees to remove the technology by the end of July, as the company has decided not to extend the contract.
A spokesperson for McDonald’s stated, “While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly.” The company also added, “After a thoughtful review, McDonald’s has decided to end our current partnership with IBM on AOT (automated order taking) and the technology will be shut off in all restaurants currently testing it no later than July 26th, 2024.”
Despite this decision, McDonald’s remains confident that AI technology will still play a role in the company’s future. This announcement comes amidst growing concerns about the potential impact of AI on jobs and the workplace.
This news follows other recent developments in the AI world, including the controversial Microsoft AI feature being delayed and the tragic death of a YouTuber during an “unfortunate accident.”