McDonald’s has decided to terminate its trial of an AI ordering system after multiple erroneous orders generated widespread attention on social media.
The system, developed by IBM and employing voice recognition technology, had been piloted in over 100 McDonald’s establishments across the United States since 2021.
Criticism of the technology arose after numerous incidents where customers documented mix-ups in their orders on platforms like TikTok, including receiving desserts with unexpected toppings such as bacon and additional unintended items.
In response to these challenges, McDonald’s instructed franchisees to discontinue the AI technology by the end of July. The company stated, “While there have been successes to date, we see an opportunity to explore voice ordering solutions more broadly. After careful consideration, McDonald’s has decided to conclude our current partnership with IBM on AOT (automated order taking), with technology slated for deactivation in all test restaurants no later than July 26, 2024.”
The decision to halt the AI order system trial marks a shift in McDonald’s approach to implementing advanced technologies in its operations, underscoring the complexities and challenges associated with AI integration in customer-facing services.
