McDonald’s is removing artificial intelligence (AI) powered ordering technology from its drive-through restaurants in the US, after customers shared its comical mishaps online.
A trial of the system, which was developed by IBM and uses voice recognition software to process orders, was announced in 2019.
It has not proved entirely reliable, however, resulting in viral videos of bizarre misinterpreted orders ranging from bacon-topped ice cream to hundreds of dollars’ worth of chicken nuggets.
McDonald’s told franchisees it would remove the tech from the more than 100 restaurants it has been testing it in by the end of July, as first reported by trade publication Restaurant Business.
I don’t do fast food all that often, but if I’m in the mood for a burger or taco or whatever, I’ll sometimes visit one.
Many in my area are still humans on the other end of the drive-through, but I sometimes get a chatbot.
I haven’t done this, because I don’t want the fallout to hit the underpaid human workers on the other end, but I have a fantasy of ordering 1000 tacos or chicken nuggets or something and then just driving away. Honestly, this is a likely root cause of the “misinterpreted orders” that others have seen: they were behind someone like me who was fed up enough to go through with it.
This isn’t to discount the various other ways LLMs can screw up.
I suspect this is also a franchisee option. Even if the brand isn’t forcing it, I think the local stores can implement their own independently. It’d be neat if a brand put no-ai in their franchise agreements. I’d give that brand more attention.