McDonald’s is ending a test run of AI-powered drive-thrus in Chicago after mixed results. The company partnered with Apprente, an AI company acquired by McDonald’s in 2019, to build an AI system that could take orders, answer questions, and process payments. However, the system struggled with complex orders and accents, leading to inaccuracies and frustration. McDonald’s said the test provided valuable insights, but the technology wasn’t ready for prime time. The company plans to continue exploring AI for drive-thrus but will focus on more incremental changes like automated order-taking for simple items. The setback highlights the challenges of deploying AI for customer interactions, where accuracy and understanding are crucial. While AI holds promise for streamlining operations, McDonald’s experience shows that the technology still has limitations in real-world scenarios.
Source: https://abcnews.go.com/US/wireStory/mcdonalds-ending-test-run-ai-powered-drive-thrus-111236274