McDonald’s has ended a two-year test of AI-powered drive-thru ordering. The company was trialing IBM tech at more than 100 of its restaurants but it will remove those systems from all locations by the end of July, meaning that customers will once again be placing orders with a human instead of a computer.
As part of that decision, McDonald’s is ending its automated order taking (AOT) partnership with IBM. However, McDonald’s may be considering other potential partners to work with on future AOT efforts.
“While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly,” Mason Smoot, chief restaurant officer for McDonald’s USA, said in an email to franchisees that was obtained by trade publication Restaurant Business (as noted by PC Mag). Smoot added that the company would look into other options and make “an informed decision on a future voice ordering solution by the end of the year,” noting that “I
