It's hard to imagine pulling up to the McDonald's drive-thru and not being greeted by a human employee. But that's exactly what the chain seems to be working toward, as itMcDonald's started testing a voice recognition system
at 24 drive-thrus in the Chicago area. But the advanced technology, which would enable a computer to take customers' orders, is far from perfect. In order for the chain to make wider use of AI, the system needs to improve accuracy from the current low 80% to the 95%-plus range. That means McDonald's wants the drive-thru"robot" to be able to accurately interpret the vast majority of spoken orders with little room for error.
"Now there's a big leap from going to 10 restaurants in Chicago to 14,000 restaurants across the U.S., with an infinite number of promo permutations, menu permutations, dialect permutations, weather—and on and on and on,"Additionally, the technology isn't completely independent, still requiring some assistance from McDonald's employees.
While McDonald's has been testing the voice ordering system, many other fast-food and restaurant chains have also been making strides in the way of automation to improve efficiency and cut down on labor costs.
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