260 McNuggets? McDonald’s ends artificial intelligence drive-thru tests amid errors

FILE – A McDonald’s golden arches is shown at restaurant in Havertown, Pa., Tuesday, April 26, 2022.

So, when McDonald’s announced in a June 13 internal email, obtained by trade publication Restaurant Business, that it was ending its partnership with IBM and shutting down its AI tests at more than 100 U.S. drive-thrus, customers who had interacted with the service were probably not shocked. “It’s great for customers. It’s equally great for team members,” he told The New York Times. “I am not able to speculate why others wouldn’t invest in similar technology, but we’ve been really happy with ours.”

In a statement, IBM said it looks forward to continuing to work with McDonald’s, adding that it is “in discussions and pilots” with several restaurants that are interested in building out their automated-order technology. McDonald’s confirmed the termination of its AI drive-thrus to the Times, but neither company would answer more specific questions.

“The app saves 100% of that labor involved in taking that order in a way these AI systems, at least currently, are not able to do for them,” Thompson said. “That makes it just much more economically attractive for them to be using the app than to be using the AI.”

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