completed the two-year exam . The company was being tested tech works in more than 100 of its restaurants, but by the end of July it will remove those systems from all locations, meaning customers will once again order by a human instead of a computer.
As part of this decision, McDonald’s is ending its automated order fulfillment (AOT) partnership with IBM. However, McDonald’s may consider other potential partners to work with on future AOT efforts.
“While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly,” McDonald’s U.S. chief restaurant officer Mason Smoot said in an email to franchisees obtained by the trade publication. (as noted by ). Smoot added that the company will consider other options and “make an informed decision about a future voice ordering solution by the end of the year,” noting that “IBM has assured us that the drive-thru voice ordering solution will be part of the future of our restaurant.”
McDonald’s said Restaurant business the purpose of the test was to determine whether AOT could speed up service and simplify operations. By automating orders, companies hope to eliminate the need for staff to take them, or reduce the number of employees needed to run a restaurant or reallocate resources to other areas of the business.
IBM will continue to power other McDonald’s systems and is in talks with other fast-food chains about using AOT technology. Companies such as Hardee’s, Carl’s Jr., Krystal, Wendy’s, Dunkin’ and Taco Johns are already testing or using such technology in their drive-thru locations.
