McDonald's is removing artificial intelligence (AI)-powered ordering technology from its drive-thru restaurants in the US, after customers shared their hilarious mishaps online.
A trial of the system – which uses voice recognition software to process orders – was announced in 2019.
However this has not proven to be entirely reliable – resulting in videos of strangely misinterpreted orders going viral. From bacon-topped ice cream to hundreds of dollars worth of chicken nuggets.
McDonald's told franchisees it would remove the technology from more than 100 restaurants by the end of July. According to a trade publication.
However, it clarified that this is not the end of the line for such systems, saying it is confident that “voice ordering solutions for drive-throughs will be part of the future for our restaurants,” a spokesperson told the restaurant. Told the business.
The technology has been controversial from the start – although initially focused on its potential. Eliminate people's jobs..
However, it's become clear that replacing human restaurant workers may not be as straightforward as people initially feared — and the system's proponents hoped.
AI order taker mishaps have been documented online.
In one video, which has been viewed more than 30,000 times on TikTok, a young woman becomes increasingly angry as she tries to convince an AI that she wants a caramel ice cream, only for it to Multiple stacks of butter should be added to the order.
In another, which has 360,000 views, a man claims his order was confused with someone else's, resulting in nine orders of tea being added to his bill.
Another popular video shows two people laughing. While hundreds of dollars worth of chicken nuggets are added to their order.while the New York Post reported another person. Bacon had accidentally been added to his ice cream..
Although the end of the case does not mean the end. Concerns about AI changing the workplace.
IBM, which developed the technology used in the drive-thru, said it will continue to work with McDonald's in the future.
“This technology has proven to be one of the most comprehensive capabilities in the industry, fast and accurate in some of the most demanding situations,” it said in a statement.
“While McDonald's is reassessing and refining its plans for AOT; [Automated Order Taking]We look forward to continuing to work with them on various projects.”
The BBC has contacted McDonald's for comment.