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ZDNET's key takeaways
Fast-food chains are experimenting with AI in drive-thrus.
Previous gen AI order-takers failed.
AI voice tech is playing a larger role in customer service.
Fast-food restaurants like Taco Bell and McDonald's tried to integrate AI into their daily operations, but rethought their decisions when customers complained. According to the Wall Street Journal, customers either griped about glitches and delays or the odd nature of the technology -- or, in some cases, chose to troll the AI employee by ordering 18,000 cups of water.
Also: 3 smart ways business leaders can build successful AI strategies - before it's too late
As a result, the two fast-food giants have reconsidered their AI strategies, looking for new ways to implement the technology without putting off customers. The goal is for restaurant technology to alleviate the pressure on human workers dealing with drive-thru, counter, and mobile orders.
Last year, McDonald's ended its two-year experiment testing automated order-taking in partnership with IBM. According to Restaurant Business, the decision came after the technology added items to an order that customers didn't ask for, and offered bacon with an ice cream cone.
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