McDonald's is working on an AI chatbot for orders

For two years, McDonald's in the USA had an "Automated Order Taking" (AOT) system at the drive-through. Together with IBM, they had developed an AI that could take orders. The partnership has now been terminated – initially without any specific reasons. This leaves room for speculation whether McDonald's is searching for a new partner. A real AI chatbot that can communicate with customers is a possibility.

The industry magazine Restaurant Business was the first to report on the end of the test. It is said to have received a letter that was sent to the affected franchise branches. More than 100 restaurants have used the AOT. Mason Smoot, Chief Restaurant Officer at McDonald's in the USA, also wrote in the email: "Since there have already been successes, we believe there is also a good opportunity for the broader rollout of voice-based ordering."

AI ordering will still come

However, the current partnership with IBM is due to expire on July 26, 2024. McDonald's will then present new plans towards the end of the year: "an informed decision on the future of voice ordering". However, the rule is that orders are placed by voice, meaning automated computer-based order taking.

According to Restaurant Business, IBM is in talks with other fast food chains to offer its technology. In the USA, some large chains are already using AI systems to take orders, such as Wendy's, Dunkin' Donuts and Taco Johns. The aim is to be able to replace human workers. In addition to the AI systems, there are already large touchscreens in numerous branches, including in Germany, which can be used to order food – but this does not work if you are sitting in your car. The voice AI, which is now not being further developed together with IBM, was explicitly intended for drive-ins. In the USA, ordering from the car is much more important than in Europe, where people also like to go to the branch.

McDonald's and IBM will continue to work together on other projects.

(emw)