McDonald's AI Messing Up Orders

We're living in the future, where technology is transforming the fast food industry. Robots are now not only taking over the kitchen but also venturing into customer service. However, the integration of artificial intelligence (AI) in this area has not been without its challenges.

Read More On: McDonald's A.I. Drive-Thru Struggles to Get Orders Right

Glaring Backlash from Customers

McDonald's has introduced a new AI ordering system in select stores nationwide, but it has faced significant backlash from customers. Many have taken to TikTok to express their frustrations with the system. Complaints revolve around the AI frequently mishearing orders and adding unwanted items or excessive quantities. The system has also been observed adding items from orders placed by customers in different drive-thru lines, causing confusion and dissatisfaction.

Tricking Customers and Upselling

The AI ordering system has led to unintended consequences, including the potential for customers to be tricked into ordering more items than they intended. TikTok videos have shown instances where the AI adds unwanted items and glitches when attempting to remove them. Some less tech-savvy or rushed customers may not notice the additional items in their orders, resulting in them unknowingly paying more.

Moreover, experts suggest that AI systems are being used as a tactic to upsell customers, persuasively adding extra items to their orders. This relentless upselling can make orders more expensive and take advantage of customers' lack of awareness or attention.

Motivation Behind AI Ordering

One of the motivations behind implementing AI ordering systems in fast food chains is the ongoing labor shortage. Brands like Carl's Jr., Hardee's, Del Taco, Checkers, and Rally's have already switched to AI order-taking software to address this challenge. However, the transition has not been seamless, as demonstrated by the backlash faced by McDonald's.