McDonald’s Discontent with IBM’s AI Cashier Trials

McDonald’s Corporation tested an AI solution from IBM for automated order taking, as reported by Restaurant Business.

The company began implementing the tool in October 2021 to assess the potential of AI applications. The pilot project was launched in over 100 locations and is scheduled to conclude by July 26, 2024.

During the experiment, customers of the fast-food chain complained about incorrect order processing. One customer received an ice cream cone with bacon, while another got nine servings of sweet tea.

McDonald’s has decided to abandon IBM’s technology but intends to employ a neural network for customer interaction and is seeking a new partner for this purpose.

“As we move forward, our work with IBM has instilled confidence that a voice-ordering solution for drive-thru will become part of our establishments in the future. We see tremendous opportunities in the development of restaurant technologies and will continue to evaluate long-term, scalable tools to help us make an informed decision about the future of voice-ordering service by the end of the year,” company representatives noted.

IBM is in discussions with other fast-food chains regarding the use of the company’s technology.

Many establishments are testing or have already implemented AI in their services, including Checkers and Rally’s, Hardee’s, Carl’s Jr., Krystal, Wendy’s, Dunkin, and Taco John’s. They aim to automate operations and optimize staffing levels, notes Restaurant Business.

Back in 2022, the burger chain White Castle hired robotic chefs. The device uses AI to identify the type of food, place it in the correct frying basket, cook it, and move it to the hot holding area.