OAK BROOK (dpa-AFX) - McDonald's Corp. (MCD)has decided to discontinue its
two-year trial of drive-thru AI-powered automated-order-taking or AOT in
collaboration with IBM.

Over 100 restaurants have been using this technology, but due to customer
complaints about receiving incorrect items, such as nine sweet teas in one order
and a bacon-topped ice cream cone in another, the decision has been made to
remove the technology from these locations. Several videos on TikTok show
confused customers receiving unexpected items they never ordered.

The company has informed franchisees that it will conclude its AI drive-thru
ordering partnership with IBM 'no later than July 26th, 2024,' as reported by
the trade publication Restaurant Business. McDonald's USA's chief restaurant
officer, Mason Smoot, has mentioned that the company will review its strategies
to make an informed decision on a future voice ordering solution by the end of
the year.

On the other hand, IBM has expressed its willingness to collaborate with other
fast-food chains to implement this technology. The company stated, 'While
McDonald's is re-evaluating and refining its plans for AOT, we look forward to
continuing to work with them on a variety of other projects.'

Despite this setback, McDonald's has stated that they are exploring ways to
enhance service efficiency through voice-ordering technology and are optimistic
about incorporating it into their future operations. This implies that
McDonald's plans to find a new partner for its automated order-taking efforts.



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