Despite ending the current partnership with IBM on AOT, McDonald's will continue to use many of IBM's products across its global system. The fast-food giant has been testing drive-thru voice AI since 2021, with the aim of speeding up service and simplifying operations. IBM is now in talks with other fast-food chains for the use of the technology. McDonald's plans to make an informed decision on a future voice ordering solution by the end of the year.
Key takeaways:
- McDonald’s is ending its two-year-old test of drive-thru, automated order taking (AOT) that it has conducted with IBM and plans to remove the technology from the more than 100 restaurants that have been using it.
- The company did not dismiss the prospect of drive-thru AI, suggesting that McDonald’s plans to find a new partner for its automated order taking efforts.
- McDonald’s has been testing drive-thru voice AI since 2021, following the sale of its McD Tech Labs to IBM that year.
- IBM said it is talking with other fast-food chains for the use of the technology, which is proven to have some of the most comprehensive capabilities in the industry, fast and accurate in some of the most demanding conditions.