"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 , 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. As a result, the two fast-food giants have reconsidered their AI strategies."
"Last year, McDonald's ended its two-year experiment testing automated order-taking in partnership with IBM. According to , 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. According to the Journal, Taco Bell is learning from the same mistake McDonald's made, but both companies are adamant that AI has a place in the drive-thru."
Customers complained about glitches, delays, and odd interactions when AI handled drive-thru orders, including prank orders like 18,000 cups of water. McDonald's ended a two-year automated order-taking experiment after the system added unintended items and suggested bacon with ice cream. Taco Bell is adjusting its approach and may limit AI use during busy periods while having employees monitor AI for mistakes. Both chains aim to use AI to relieve pressure on human workers handling drive-thru, counter, and mobile orders and are exploring voice-based AI services that are more controllable and supervised.
Read at ZDNET
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