Overview
McDonald’s partnered with IBM to test an AI voice‑ordering system at more than 100 U.S. drive‑thrus. Customers posted videos of the AI misinterpreting orders—adding bacon to a vanilla ice cream, delivering multiple unwanted items like ketchup sachets and butter, or adding £166 worth of chicken nuggets to an order. The chain announced in June 2024 that it would end the trial and remove the technology by July 26. The company said it would still explore voice ordering but acknowledged the need for more reliable AI.
What Went Wrong
The voice AI struggled to accurately interpret orders and lacked common‑sense filtering. It misheard items and added random extras, frustrating customers and creating viral embarrassment.
How It Was Fixed
McDonald’s ended the partnership with IBM and shut down the AI ordering system in all test restaurants. The company said it will look for alternative voice‑ordering solutions and emphasise accuracy before future deployments.