McDonald’s is integrating AI into 43,000 locations to reduce wait times and enhance the experience for both customers and employees.
The upgrades will begin with internet-connected kitchen equipment, AI-powered drive-thu systems, and tools for managers designed to improve order accuracy and predict equipment issues before they arise.
To achieve this, McDonald’s partnered with Google Cloud in late 2023 to implement edge computing, a system that processes and analyzes data on-site. This approach is faster and more cost-effective than relying solely on cloud-based solutions.
“Our restaurants, frankly, can be very stressful,” said Brian Rice, McDonald’s Chief Information Officer, in comments reported by The Sun.
“We have customers at the counter, we have customers at our drive-through, couriers coming in for delivery, delivery at curbside,” he continued. “That’s a lot to deal with for our crew. Technology solutions will alleviate the stress.”
The company is also exploring computer vision, an AI technology similar to facial recognition, to ensure order accuracy before items reach customers. Additionally, McDonald’s aims to grow its loyal customer base from 175 million to 250 million by 2027 through these innovations.
One significant future goal is the development of a “generative AI virtual manager” capable of handling administrative tasks like shift scheduling, reducing the workload on human managers.
The edge computing system will also support voice AI at the drive-thru, a project McDonald’s is revisiting in collaboration with Google Cloud after previous attempts were unsuccessful.
In 2021, McDonald’s partnered with IBM to implement artificial intelligence software for taking customer orders. However, by July 2024, the fast food giant discontinued its AI-powered automated drive-thru pilot at over 100 locations after customers complained about receiving incorrect items.
McDonald’s isn’t the first chain to try out AI technology at its drive-thrus. A plethora of other companies including Wendy’s, Hardee’s, Carl’s Jr, and Del Taco all employ it at their drive-thrus.
Content shared from www.dexerto.com.