McDonald’s is ending its AI self-service trial after customers reported errors in their orders, including adding bacon to ice cream.
The fast-food chain’s AI ordering system, developed by IBM, uses voice recognition to process orders and has been rolled out to more than 100 McDonald’s locations in the US since 2021.
However, the technology’s reliability has been called into question in recent months, with the public sharing videos of order mix-ups on social media.
In addition to topping a dessert with bacon, the AI The drive-thru attendant added $211 (£166) worth of chicken nuggets to another customer’s order.
In another TikTok video, posted with the caption “Fighting the McDonald’s robot,” a woman is seen struggling to order vanilla ice cream and a bottle of water, and instead ends up with several ice cream cones, ketchup sachets, and two portions of butter.
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McDonald’s It has now instructed franchisees to remove the technology by the end of July as it has decided not to extend the contract, in a move first reported by trade publication Restaurant Business.
The fast food giant said in a statement: “While there have been successes to date, we believe there is an opportunity to explore voice ordering solutions more broadly.
“After careful review, McDonald’s has decided to end our current partnership with IBM on AOT (automated order taking) and the technology will be shut down in all restaurants currently testing it no later than July 26, 2024.”
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McDonald’s also said it was confident technology would remain part of the company’s future.
The decision comes amid concerns about the potential impact AI could have on jobs and the workplace.
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