McDonald’s is scrapping its AI drive-thru tests as fast foodies try to perfect the tech
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International Burger Machines… McDonald’s is pulling the plug on its AI drive-thru assistant. The Big Mac master launched the automated tech in partnership with IBM in 2021, testing it in 100+ of its locations. The AI-powered voice system greeted customers and took orders. McD’s had hoped the tech would speed up its drive-thru lanes, which are available in nearly all of its US locations.
AI to-go: McDonald’s said it’d shut down the automated order takers by the end of next month, but that it still believes AI drive-thru is part of its future.
McBotched: While McD’s didn't give a reason for ending the tests, viral TikTok videos showed the drive-thru tech duplicating orders or adding extra items (like: a dozen ketchup packets).
Automated appetite… For years, food chains have been racing to automate drive-thru and takeout, with innovations ranging from futuristic sounding “Chipotlanes” to Sweetgreen’s salad-making bots. Now, AI’s playing a bigger role in fast food’s push to get faster: Wendy’s expanded its partnership with Google Cloud last year to launch “Wendy’s FreshAI,” a chatbot designed to speed up drive-thru orders. Panera, Arby’s, and Popeyes added AI startup OpenCity’s voice assistant (“Tori”) to some of their to-go lanes. Meanwhile, White Castle said it plans to bring AI voice bots to 100+ of its locations by the end of the year.
Not all AI delivers a happy meal… Automated experiments don’t always have tasty results. Analysts say operating costs are high and order accuracy leaves a lot to be desired. Presto Automation — whose AI drive-thru ordering tech has been used by Del Taco, Hardee’s, and Carl’s Jr. — once said that 95% of its chatbot orders were taken without human intervention. But this year Presto said that its most advanced voice bot required human help at least 70% of the time.