McDonald's has decided to remove its AI-powered order-taking technology from over 100 restaurants after it went viral for the wrong reasons.
McDonald's Removes AI Automated Order Taker
According to Business Insider, McDonald's told franchise operators this on Thursday, marking the termination of a test period in partnership with IBM that started in 2021.
This project aimed to streamline drive-thru operations with advanced voice recognition software. However, the Automated Order Taker faced significant challenges during its test phase.
In recent months, videos showcasing the technology's flaws gained widespread attention on platforms like TikTok. Customers reported various issues, including incorrect orders and frustration with the AI system.
One viral clip showed a woman trying to order water and vanilla ice cream, only to have the system mistakenly add ketchup and butter packets.
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McDonald's Response to the Mishaps
Despite these setbacks, McDonald's CEO Chris Kempczinski noted in June 2021 that the system was about 85% accurate and required human assistance for one in five orders.
While this specific initiative has been halted, McDonald's expressed continued interest in exploring technological solutions to improve its services. IBM also confirmed ongoing collaborations with McDonald's on other projects.
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