Market
By Christopher M. Uhl
McDonald's is ending its AI drive-through ordering, and honestly, I'm thrilled. My voice just doesn't work well with drive-through speakers. Every time I try to order, it's a struggle. It's like my voice gets lost in translation through those speakers.
The one time I tried McDonald's AI ordering, it was a disaster. We were in Arkansas, and my kids wanted Happy Meals. The AI kept messing up my order. I'd say, "Two Happy Meals and two apple pies," and it would respond with something like, "One Big Mac meal, no lettuce, extra pickles." It was maddening. After several tries, I just gave up. That AI system cost McDonald's a sale because I couldn't get my order right.
So, when I heard McDonald's is ending this AI program, I wasn't surprised. They tested it in over 100 locations since 2021, but it seems it didn't work out. They're now exploring other voice ordering solutions. I suspect they might outsource this to countries with cheaper labor, like India or Thailand. It could be better than AI, but it has its own set of challenges.
Outsourcing isn't new. Many customer service calls are already handled overseas. Sometimes, it's great, and other times, language barriers make it tough. If McDonald's goes this route, it might be an improvement over AI, but it’s not a guaranteed fix.
This decision has also impacted McDonald's stock. It dropped from a high of $300 a share to around $250. That’s a 16% decline, showing that investors are watching these changes closely.
McDonald's needs to balance cost-saving with a quality customer experience. Ending AI drive-through ordering could be a step in the right direction, ensuring a more reliable and human touch to their service.
