Over the summer, McDonald’s announced that it was trialing automated ordering at 10 Chicago, Illinois locations. Now, it appears that we will be seeing automated ordering at more locations sooner than later. Today, IBM announced that it has partnered with McDonald’s to continue to develop automated drive-thru orders and acquired its proprietary McD Tech Labs. The financial details of the acquisition were not disclosed.
McDonald’s acquired Apprente, a voice technology company, in 2019, and shortly after developed McD Tech Labs based on Apprente’s tech. This technology uses artificial intelligence to process drive-thru orders and then sends the order to the kitchen, where it is fulfilled by staff.
What is the benefit of using an AI-powered ordering system? In the trial run at the Chicago locations, McDonald’s found an 85 percent accuracy rate with orders and about 20 percent of orders needing staff assistance. AI can also help reduce customer wait time and free up employees to assist elsewhere in the restaurant.
In addition to the acquisition of McD Tech Labs, IBM will assist in the continued development of the Automated Order-Taking (AOT) technology and work on additional languages and dialects.
Consumers have traditionally voiced a certain degree of hesitancy in interacting with artificial intelligence. However, in Datassential’s AI & Menus report, it found that 43 percent of consumers found voice ordering technology unappealing initially, but after experiencing it, 68 percent were satisfied with the tech.
McDonald’s operates nearly 14,000 locations throughout the U.S, and it was not disclosed when a large rollout of the AOT technology might occur. IBM stated in the press release that it will help the quick-service chain accelerate the deployment of the AOT technology across different markets.
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