Trends
Bacon ice-cream anyone? McDonald’s faulty AI withdrawn
The technology, developed by IBM, was intended to streamline ordering but has resulted in viral videos showcasing comical mishaps.
Headline
The technology, developed by IBM, was intended to streamline ordering but has resulted in viral videos showcasing comical mishaps.
Context
OUR TAKE What is on your mind when it comes to McDonald’s? Its hamburger? Or fried chips? Some people may come up with surprising answers like bacon ice cream. It is not the food chain’s latest product, but a mishap caused by its AI-powered ordering technology. For many customers, food is not the only thing they want from the food chain, but also its satisfying services. Yet, such a mishap has a negative impact on their experiences and may therefore lose some of the potential customers. –Audrey Huang, BTW reporter McDonald’s has scaled back its AI-driven ordering tech in US drive-throughs amid comedic missteps, pulling it from over 100 restaurants.
Evidence
Pending intelligence enrichment.
Analysis
McDonald’s is pulling back on its AI -powered ordering technology in US drive-throughs following widespread amusement over its comedic missteps. Developed by IBM , the voice recognition software aimed to streamline ordering but proved unreliable, spawning viral videos of bizarre orders like bacon ice cream and excessive chicken nuggets. Initially trialed in 2019, the system’s rollout encountered significant hiccups, prompting McDonald’s to remove it from over 100 test restaurants by July’s end. While ending its current partnership with IBM on Automated Order Taking (AOT), McDonald’s remains open to integrating similar tech in the future, aiming for scalable solutions by year-end. The move underscores ongoing debates about AI’s impact on jobs, challenging assumptions about automation’s straightforwardness versus practical application. Despite these setbacks, IBM remains optimistic about their technology ‘s capabilities and intends to collaborate with McDonald’s on future endeavours. This development highlights the complexities of integrating AI into service industries while maintaining customer satisfaction and operational efficiency. Also read: Ingram Micro: Maximising productivity with AI Also read: AI’s medical revolution: Making doctors quicker and better
Key Points
- McDonald’s stops using AI-powered ordering technology in its US drive-throughs due to frequent misinterpretations and customer dissatisfaction.
- The technology, developed by IBM, was intended to streamline ordering but has resulted in viral videos showcasing comical mishaps.
Actions
Pending intelligence enrichment.
