Bacon-topped ice cream and other failures end McDonald's AI drive-through experiment

By Ciara Linnane

Fast-food giant's AI caused mishaps at participating restaurants

McDonald's is ending a two-year experiment, conducted with IBM Corp., for drive-through, automated order taking, or AOT, and will remove the technology, following some mishaps at the restaurants using it.

The news was first reported by trade magazine Restaurant Business.

In a statement, McDonald's said it launched the program in 2021, as a way to test whether an AOT could simplify operations for crew and create a faster experience for customers.

Some of the mistakes the technology caused include adding nine sweet teas to one customer's order and offering another an ice cream cone topped with bacon, according to media reports.

The fast-food giant (MCD) said it has "captured many learnings and feel there is an opportunity to explore voice ordering solutions more broadly."

The company emphasized that IBM (IBM) remains a "trusted partner and we will still utilize many of their products across our global system."

The project has made McDonald's confident that a voice-ordering solution for drive-through will be part of its future, said the statement.

McDonald's stock was flat premarket but has fallen 14% in the year to date, while the S&P 500 SPX has gained 14.8%.

-Ciara Linnane

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06-18-24 0929ET

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