Jun 17, 2024 - Economy

McDonald's kills AI drive-thru ordering after snafus

McDonald's is killing its experiment with AI drive-thru order handling — at least for now — after social media reports of bizarre mistakes.

Why it matters: The fast-food giant was betting on AI as a way to simplify and expedite the drive-thru experience.

Driving the news: The company on Monday confirmed it's ending the test.

The "automated order taking" (AOT) system started in 2021 was a partnership with IBM.
It was in place at more than 100 locations, Restaurant Business reported.

Friction point: Customers had reported a slew of AI ordering blunders.

One posted video of the system incorrectly believing she'd ordered hundreds of dollars of chicken McNuggets, the Today Show reported.
In another case, a customer was given an ice cream cone topped with bacon, the New York Post reported.

Yes, but: McDonald's isn't altogether abandoning the idea of AI ordering.

"As we move forward, our work with IBM has given us the confidence that a voice ordering solution for drive-thru will be part of our restaurants' future," McDonald's said in a statement. "We see tremendous opportunity in advancing our restaurant technology and will continue to evaluate long-term, scalable solutions that will help us make an informed decision on a future voice ordering solution by the end of the year."
IBM did not immediately respond to a request seeking comment.

The bottom line: The snafus call into question whether AI is ready to handle certain everyday human tasks.