McDonald's has announced the termination of its AI-powered drive-thru ordering partnership with IBM, with plans to remove the technology from over 100 restaurants by July 26, 2024. Since partnering with IBM in 2021, McDonald's has been testing the system in these locations.
Although the reasons for McDonald's ending its collaboration with IBM remain unclear, the company stated that it is testing whether voice-ordering chatbots can speed up service and expressed confidence in the test results, claiming that "the voice-ordering solution will be part of the restaurant's future."
The restaurant industry is generally eager to introduce AI technology to enhance efficiency. White Castle has been testing AI technology provided by voice recognition company SoundHound, while Carl's Jr., Hardee's, and others have employed AI drive-thru chatbots supported by remote workers from the Philippines. Additionally, McDonald's announced last year an agreement with Google, part of which involves providing employees with a chatbot named "Ask Pickles" for guidance on tasks like cleaning ice cream machines.
McDonald's is not only focusing on drive-thru technology but also experimenting with automation in mobile ordering, drone delivery, and kitchen robotics. In addition to voice-ordering chatbots, the company has introduced mobile and in-store self-ordering devices, and has tested drone delivery, kitchen robots, and even peculiar AI recruitment tools.