McDonald’s has decided to temporarily suspend its pilot project that implemented artificial intelligence (AI) for automatic order taking in the self-service of some of its restaurants in the United States.
The news, reported by several American media this Monday, reveals that the fast food chain had been experimenting with this technology since 2021 in collaboration with IBM. However, the results were not as expected, which led the company to pause the deployment of AI in these points of sale.
McDonald’s trial aimed to evaluate whether an automated voice ordering solution could simplify staff operations and improve the customer experience, providing faster and more efficient service.
A company spokesperson told CNBC that the results obtained were “contradictory” and that, for now, the company “is not ready” to implement this technology in all its restaurants. Despite this suspension, McDonald’s continues to see potential in voice ordering solutions and does not rule out exploring more options in the future.
This technology had been implemented in 100 McDonald’s establishments in the United States, where the company sought to alleviate the workload of its employees and reduce waiting times for customers.
However, several users reported on social media that McDonald’s chatbot was making errors even on simple orders, which could have contributed to the decision to suspend the project.
The use of artificial intelligence in the fast food industry is not unique to McDonald’s. Other chains such as Chipotle, Taco Bell and Pizza Hut are also exploring AI tools in their operations, from food preparation to cash register management, in order to reduce labor costs and improve efficiency.
Competition in this sector to integrate advanced technology is intense, and each company is looking for the best way to optimize its processes without compromising the quality of customer service.
While McDonald’s has paused its trial of automated voice ordering, the search for technology solutions to improve the customer experience and internal operations continues.
Artificial intelligence promises significant changes in the fast food industry, and although early attempts may face obstacles, the potential to transform these businesses remains immense.
#McDonalds #suspends #technology #orders #car