JOURNAL ARTICLE

McDonald's new A.I. ordering system isn't going exactly to plan as bewildered TikTokers document drive-thru fails: 'Not a ketchup packet! Oh, my God'.

  • Published In: Fortune.com, 2023. P. N.PAG 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: Pringle, Eleanor 3 of 3

Abstract

The article focuses on McDonald's implementation of its automated order taking (AOT) technology, developed in partnership with IBM, which is currently being rolled out across approximately 14,000 locations. Customers have reported confusion and errors with their orders, as illustrated by social media videos where users received unwanted items like multiple sweet teas and butter instead of their intended orders. Despite McDonald's CEO noting an 85% accuracy rate with the technology, customer experiences suggest that the system may still have significant issues. The company is also considering further automation in kitchen operations, although such changes are not expected in the immediate future. [Extracted from the article]

Additional Information

  • Source:Fortune.com. 2023/02, pN.PAG
  • Document Type:Article
  • Subject Area:History
  • Publication Date:2023
  • Accession Number:161893934
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