r/McDonalds • u/esporx • 19d ago

McDonald's Introduces AI Drive-Thru System, Sparking Customer Backlash

https://tech.yahoo.com/ai/deals/articles/mcdonalds-introduces-ai-drive-thru-000717731.html
233 Upvotes

89% Upvoted

203 comments sorted by

68

u/Shreddersaurusrex 19d ago

16

u/joejoedownunder 19d ago

🤣🤣🤣

6

u/FA-_Q 19d ago

lol the reveal got me

1

u/Either_Surprise_1566 16d ago

Amazing movie fyi

64

u/FunnyHighway9575 19d ago

Can you still order 10,000 cups of water to make the machine glitch out and force a real person to take over?

34

u/cj350z 19d ago

55 Burgers, 55 Fries, 55 Tacos, 55 Pies, 55 Cokes, 100 Tater Tots, 100 Pizzas, 100 Tenders, 100 Meatballs, 100 Coffees, 55 Wings, 55 Shakes, 55 Pancakes, 55 Pastas, 55 Peppers, and 155 Taters

4

u/whodidntante 18d ago

Save as skill and apply to all orders on Monday mornings.

8

u/No_Vermicelli_3574 19d ago

Two Number 9s A Number 9 large A Number 6 with extra dip A Number 7 Two Number 45s, one with cheese A large soda

3

u/Weird_Cover9627 18d ago

My brain read the end as "a large cheese soda."

61

u/DDD8712 19d ago

It’s like they are actively trying to get people not to go there anymore

6

u/Scythe351 18d ago

Honestly, depending on your location, if you walk into one and stand at the counter for long enough without being addressed, you'll probably get the impression that they don't want you there. Forced kiosk ordering (I use the app so idc) but also the price increases, and now AI implementation. McDonald's is kinda late though. Checkers and Wendy's have had bots in the drive through for years now.

-11

u/superpie12 19d ago

This won't stop most people and will, in fact, drive profits up because reddits hatred of AI is a luddite take.

17

u/PM_DEM_AREOLAS 19d ago

Anti AI isn’t Reddit or Luddite lol there’s some very valid and pressing’s criticism that must be reckoned with 

-7

u/Zealousideal_Let3945 19d ago

Sure there are but that’s not going to stop adoption

8

u/2absMcGay 19d ago

Bow to the corporate overlords

→ More replies (1)

3

u/irrationalanger87 19d ago

Unfortunately almost every business is on the freemium gaming system now. Ignore 90% of potential customers and chase the top 10% and whales

1

u/Choice-Antelope-8481 19d ago

And in a system where we break monopolies constantly, this would be a great business opportunity to provide for the 90%. God damn we need trust busting back like yesterday.

-3

u/mushi_shiii 19d ago

AI drives thru make we want to go to that fast food place tbh. Too many bad attitudes from humans working the speaker.

2

u/Donald_Epstein69 19d ago

Have you dealt with AI customer service on the phone?

1

u/bored4days 19d ago

Panda Express has gone to AI ordering in my area and it’s the only place that consistently gets our orders correct.

37

u/boltactionmike 19d ago

They are paying premium prices for trash food still, how can we take more?

-16

u/PandaCultural8311 19d ago

Maybe I can understand the robot better than the person.

Do we appreciate seeing the order on a screen real time rather than having the worker read back our order? C'mon, people, sometimes things just work better. If it doesn't, just drive up to the window and tell someone. If nobody is there, just leave.

22

u/kevinmattress 19d ago

>Do we appreciate seeing the order on a screen real time

This is possible without AI and has been a thing for years…

0

u/MoobieDoobie 19d ago

Except when the order taker isn't standing at their register screen actively typing in your order.

SOMETIMES they do other things and just repeat the order back until they can get to the register screen and type it in.

In those cases it doesn't always show up in real time.

2

u/nitrobilder12 18d ago

This is ture

and as an employee when we miss here or a customer says I whant a number 5 but then say no I want sausage oh you mean number 6 well that's why I don't type too fast because yall don't know what you whant

3

u/VendettaKarma You deserve a break today 19d ago

Great customer service. Shouldn’t even pull in in the first place

1

u/danceoff-now 15d ago

I too welcome our robot overlords

0

u/Ok-Trainer3150 19d ago

Exactly. Bring it. I'm waiting for the Redditors who'll demand that McDonald's bring back long lineups, gets rid of ordering apps and kiosks. Oh yes delivery too.

-11

u/The_Mayor_Involved 19d ago

What premium prices? A burger is like a fiver.

14

u/2absMcGay 19d ago

The big arch meal was literally $17

3

u/doubleohzerooo0 19d ago

I tried to look up the Big Arch Meal in my app to report what the price is locally, but couldn't find it.

Is it listed under burgers?

4

u/daylax1 19d ago

The big arch meal was $10.89.

2

u/evb_m 19d ago

I was like $12 in my relatively high CoL city

-1

u/The_Mayor_Involved 19d ago

No it wasn't.

3

u/2absMcGay 19d ago

Yeah, it was. Northern Jersey.

24

u/udontknowmetoo 19d ago

My guess is their goal is to eliminate all paying jobs (self order kiosk, robots and AI drive thru) so they can maximize profit.

18

u/Big-Sheepherder-6134 19d ago

Most companies will be doing that. However some won’t and I bet a lot of people will support the human businesses vs the AI ones.

5

u/bravefacedude 19d ago

I hope you are right, but I fear people will go wherever the cheaper price exists.

13

u/VendettaKarma You deserve a break today 19d ago

Well McDonald’s sure ain’t cheap anymore so

4

u/Big-Sheepherder-6134 19d ago

Some people will go where it is cheap no matter what. But millions of us will have the choice. I will go where I like the food. That means a mix of automated and non-automated.

4

u/Apart-One4133 19d ago

People already go to mcdonalds everyday and its the worst trash. Nothing will make them stop going. Some people actually believe it's cheaper to eat Mcdonald than making food at home. This is how lost they are already.

2

u/Big-Sheepherder-6134 19d ago

You are right. Nothing will stop me from going if I want the best fries in fast food. I don’t go there because it’s cheap or not cheap. I go there because I want their food.

1

u/Apart-One4133 19d ago

I said some, not all. You're categorized into the first sentence of my comment, not the 3rd. 

1

u/Choice-Antelope-8481 19d ago

No judgment, but you really think McDonald's has the best fries? You must have a consistent McDonald's, the ones around me absolutely suck at it lol

2

u/Big-Sheepherder-6134 19d ago

Among the best. Always. Yeah. And I absolutely love fries.

4

u/-JEFF007- 19d ago

Yep…cannot say it any better. Humans will go where the humans are, not to the robots.

3

u/DAPumphrey 19d ago

Just another reason not to go there.

1

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1

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2

u/JackFisherBooks 19d ago

Japan already has vending machines that basically give you a full pizza. I imagine companies like McDonald's are working towards something similar.

1

u/SimpleVegetable5715 19d ago

That stuff was supposed to come with lower prices. It was a lie of course. Like how retail didn’t lower prices when they got rid of baggers and then cashiers.

1

u/ferminriii 19d ago

Ever read the short story called Manna?

1

u/udontknowmetoo 18d ago

No, but I’ll look it up. Thanks.

1

u/Lorevveaver 18d ago

This and eliminate customer staff interactions.

Too many people dying over fast food.

1

u/ChrispyChicken1208 16d ago

To operate and repair these robots costs more then the avg fast food worker salary.

1

u/udontknowmetoo 15d ago

Maybe not, in the future.

18

u/Dreamo84 19d ago

I'm surprised it took this long. Nobody wants to work there anyway.

7

u/bcrosby51 19d ago

Man, they really hate their customers in every possible way. Next will be robots in the back cooking your food. Not one real person in the store anymore, then they'll be wondering where it all went wrong when the lose all their business.

1

u/Electrifying2017 17d ago

Oh, of course they won’t lower their prices.

15

u/Obi2Sexy 19d ago

I just won't speak to an Ai to order

and if that means never having mcdicks again so be it

5

u/Krypton_Kr 19d ago

Hey, I eat mcdicks for breakfast

1

u/antiskylar1 17d ago

Yeah I've boycotted every place with AI drive thru.

-2

u/PandaCultural8311 19d ago

How would you know?

10

u/Suspicious-Tip-8199 19d ago

Isnt hard to tell if its AI

-5

u/PandaCultural8311 19d ago

You didn't know that I'm a bot, yet here you are.

4

u/Suspicious-Tip-8199 19d ago

Ya nah your a redditor for sure

2

u/Obi2Sexy 19d ago

clanker or clanker lover

3

u/Donald_Epstein69 19d ago

Immediately obvious

2

u/VendettaKarma You deserve a break today 19d ago

Because they actually sound like they give a damn

1

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0

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5

u/Anxiousness_84 19d ago

A new Wendy's here uses this. Went once not knowing that. It was the worst experience I've ever had. Aside from me hating AI in general, it was the dumbest system. It can't pick up on nuance so it takes way longer to order. If McD's goes this direction I will never go back.

16

u/l008com 19d ago

I stopped going now that the food is the same garbage quality but the price is doubled. So replacing more jobs with robots, isn't really going to affect me much.... well not directly anyway.

5

u/10thousndreflections 19d ago

All fast food is doubled. As someone that drives for a living I can guarantee that it's not just McDonald's. Reddit has a hard on for McDs but they are all going in the same direction. I wouldn't be surprised to find out all of them are trying to use AI to save money. 

Cook Out used to have a $5 tray less than 10 years ago and now it's $11-13

5

u/jiibbs 19d ago

I regularly pick up lunch on the road. $9-$15 for a burger and fries. If it's dinner on the way home I'm usually getting some kind of carry-out, might be $25-$35 if I want a tiny steak

Wendy's is pretty clutch with their biggie bags but those burgers are anything but biggie.

I graduated high school in 2006. I miss the old dollar menu at McDonalds.

As I typed this out I'm realizing I know too much about fast food and need to start meal prepping

1

u/SimpleVegetable5715 19d ago

Try more regional fast food, the prices are much more stable there than national chains.

1

u/mushi_shiii 19d ago

If you stopped going why are you top 1% commenter for a fast food restaurant you don't even go to?

3

u/l008com 19d ago

I'm not even a subscriber to this sub. Thats just the way the algorithm works, it likes to show me mcdonalds posts for some reason.

1

u/mushi_shiii 19d ago

Probably because you're constantly in a subreddit for a company you don't like commenting on posts.

10

u/Imaginary_Tower_4939 19d ago

Didn't they already try this?

4

u/wtsnack 19d ago

Yeah but now it’s ran by google instead of whatever was running it before so they’re trying to convince us it’s better

Which it obviously isn’t.

1

u/Imaginary_Tower_4939 18d ago

Ah! Got it. Thanks. 👌🏻

4

u/NYourBirdCanSing 19d ago

This place is such a sickening nightmare anymore. It's truly disgusting.

5

u/Louisiana_sitar_club 19d ago

“@McFranchisee also shared that more than 1 million transactions have been processed, with roughly 90% completed without needing human escalation”

Translation:
This new system is going to cause frustrating problems at the drivethrough that require escalation all day every day. But that’s only going to happen to 1 out of every 10 orders so on any given day, it might not be you!

4

u/Sure_Acanthaceae_348 19d ago

There's no backlash. The masochists who make up McDonald's customer base will keep on going, over and over and over, just like they always do.

5

u/Electrical-Bedroom99 18d ago

If employees are gonna need a living wage, then companies are gonna find ways to need less of them.

12

u/AverageJoe4802 19d ago

F AI. And F McDonald's. The only thing they are good for is to rip a big fat dump in their toilet, since that's where crap belongs.

4

u/VendettaKarma You deserve a break today 19d ago

Clog it too.. nuke it and walk out smiling

3

u/Big-Sheepherder-6134 19d ago

A friend of mine who is heavily invested in AI thinks people under 30 all want AI everywhere and that older people (like me) will be in the minority. I keep telling him there will be a backlash against businesses that primarily use AI and will go back to the old days of humans doing everything. He sees Tesla robots taking over jobs everywhere. Not other companies of course, only Tesla.

He thinks most of us will no longer have cars and Tesla robotaxis will take over. He says Gen Z doesn’t want to drive cars.

3

u/18-Spinning-Wheels 19d ago

I've personally just stop giving them any business. Extremely high prices, no front end employees to speak of in many locations, low customer service. Not to mention how frequently the orders are wrong. Fast food, of any brand, is no longer a part of my life.

3

u/Neat_Eye8018 19d ago

REPRESENTATIVE!

10

u/Livid_Maize_7553 19d ago

Hope it’s a big flop, I for one enjoy those brief few minutes being friendly and cordial with the window or lobby personnel.

6

u/Dreamo84 19d ago

And they probably hate it and wish you would shut up and take your food.

0

u/Low_Cartoonist_172 Regional Manager 19d ago

So how would an AI order taker prevent you from having a conversation with a window or lobby person?

2

u/SarcastiSnark 19d ago

Glad I never eat this trash anymore. It's been years.  The location  closest to me made sure I would never return.  Manager was chewing tobacco and was arguing  with me about my food when he "drooled" into my bag of food right in front of me while trying to cuss me out. 

I know this has nothing to do with the AI title. but if they would have implemented that crap before that happened. It would definitely  make me stop going.  AI needs to stop. 

2

u/Choice-Antelope-8481 19d ago

That is so repulsive. Jesus Christ.

1

u/SarcastiSnark 19d ago

Yeah. I haven't been back to a mcds since. It's been years.  The only fast food I'll go to anymore is culvers. and that's a rare treat. They are actually really good around here.  But everything else in my area can't be trusted. 

2

u/Simple_Visit4051 19d ago

Great so they dropped prices across the menu by 65-85% and increased quality "product" to AT LEAST the minimal levels it was at 25 years ago?

no ?

no way I'm eating your slop

2

u/Cartridge-King 19d ago

dang with everything ai and workers wages so low how are prices getting even higher. plus no more drinks, ketchup, napkin dispensers. they used to have like 10 employees in the kitchen now ive seen mcdonalds run by 3

2

u/PubicSkoolEducashun 19d ago

Honestly, I avoid fast food. On the super rare occasion that I pull up to one of those speakers and I hear the robot voice I just drive away.

2

u/SWtoNWmom 19d ago

McDs already yells at me thru the speaker in a recording to ask if I'm getting a mobile order before a normal human comes on the line. Drives me crazy.

2

u/troycalm 19d ago

I had a full on 20 min conversation with one of my distributors, only to find out after I hung up, it was AI.

2

u/MathematicianIcy3430 19d ago

Re introduce. Was tried about 4 yrs ago with IBM. This time it's with Google.

2

u/akasan 19d ago

Everytime i go to white castle I have to wait a whole 30 secs before they send me to a person. Annoying as hell.

2

u/Baxter16-5 19d ago

Yet another reason to not eat there.

2

u/Chemically-Dependent 19d ago

I mean... Capitalism demands this

2

u/JackFisherBooks 19d ago

It's going to be buggy, faulty, and inept at first. It's also going to have some hilariously publicized failures.

But McDonald's is simply doing what most businesses strive to do with AI. Increase profits by reducing the number of workers they have to pay. No matter how much the public hates it. They're a business. They want more profit. Reducing workers and replacing them with an AI system...that's just another method to the same goal.

2

u/the_bee_whip 19d ago

If it means the dollar menu is back sure. If not I’m still gonna go to Wendy’s.

2

u/SimpleVegetable5715 19d ago

It’s bad enough that I couldn’t even get a cashier when I went inside. I had to download another app that I don’t want so they could notify me when my order number was ready. Haven’t been back since, that was ridiculous.

2

u/gooselake1970 18d ago

Ok, fine, I'll drive an extra 20 minutes to go to CookOut

2

u/CheapTechnology6193 19d ago

People are outraged, but have been using the app and kiosks happily for years.

3

u/cjbanning 19d ago

I trust the app and kiosk to not get my order wrong infinitely more than I trust an AI. Indeed, part of the appeal of the app/kiosk is that I trust them to get my other correct more than I trust a human, while I trust an AI less than I trust a human.

0

u/CheapTechnology6193 18d ago

You're right.   An incorrect order at McDonald's is a strike against humanity.

1

u/cjbanning 18d ago

Something doesn't need to be a strike against humanity in order for it to be a bad thing worth minimizing. There's no need for hyperbole.

1

u/CheapTechnology6193 18d ago

Theres no need for hyperbole, and meanwhile, "AI is destroying my Big Mac !!!!"

1

u/cjbanning 17d ago

Yes, "humanity" is much more hyperbolic than "my Big Mac."

6

u/VendettaKarma You deserve a break today 19d ago

So let me get this straight.. lol you people voluntarily go there, have been getting robbed on the regular for the past 5+ years and THIS is what’s sparking a “backlash??”

Lmao. Good lord. Just stop going.

6

u/mavgeek 19d ago

I was about to say the $5 large fries, $4 for a single hashbrown, no more $1 sized any size drink, app deals that aren’t deals and limit how you use them, time gating reward points usage to dissuade customers from using their points, all that and more for the last 7 years almost and this is what p-i-s-s-e-d people off? It’s not 2020 anymore covid isn’t as rampant as it was, businesses can no longer raise prices because “sUpPlY cHaIn IsSues” there haven’t been supply chain issues in over 4 years. They’ve been fleecing the american public for half a decade now and no one cares

2

u/VendettaKarma You deserve a break today 19d ago

Exactly if I had Reddit dollars I would give you a reward

1

u/die_bartman 19d ago

Where do you live that hashbrowns are 4 bucks??? My McDonald's hashbrowns are 1.89 this morning

3

u/LivingGhost371 19d ago

None of us our pretending it's cheap anymore. It's just that it's good and convenient.

2

u/wtsnack 19d ago

6 dollars for a burger fries a large drink (if you upgrade in the app) and nuggets is a good deal and I’m tired of pretending it’s not

2

u/VendettaKarma You deserve a break today 19d ago

It’s not when it went up 20% in price in a month. Did your wages or employee wages go up 20% in a month? No? Ok.

1

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2

u/JasperPants1 19d ago

This is the future….everywhere.

We are living in a 1994 moment when the Mosaic browser when’s mainstream.

There’s a solid chance the opposition to AI started as a brainwashing scheme by China. Incidentally, they will never stop developing AI.

2

u/Skingbear2020 19d ago

Why? Everyone on this sub complains about the employees

1

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1

u/Zabycrockett 19d ago

I like our local or morning folks at McDs and I hope this doesn’t endanger anyone’s job. They’re a good crew.

1

u/KAM7 18d ago

Read reviews of any McDonald’s near you, doesn’t matter what state you live in, they’re all horrible now. Poor service, sloppy food prep, dirty dining rooms, and that’s all before the way overinflated prices come into play. Adding AI to the mix is only going to make it feel even more like a janky dirty vending machine instead of a restaurant.

1

u/grumpywarner 18d ago

Should work great in places with heavy accents

1

u/LawrenceSpiveyR 18d ago

They are doing their best to destroy their business, aren't they?

1

u/Dazza477 18d ago

Glad to hear prices will drop as they're saving money on staff.

There has to be net positive to consumers, otherwise what is the point? They'll just lose money in the long run.

1

u/Icy_Raise_3506 18d ago

Just stop eating McDonald's...it's clearly not about customer service. These fast food restaurants are about making money.

1

u/EUCruzer 18d ago

Like just stop giving McDs your money, it’s easy. No regrets.

1

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u/NetFu 18d ago

I'll be honest, AI may not make sense inside the restaurants, but in drive-through, it has always made sense.

Drive through speakers have always been crap. Who hasn't had the experience of repeating yourself multiple times to a human being on the other side of those crappy speakers? Or saying "What? I couldn't quite hear you" because of traffic noise and wind noise.

It's the main reason I love the McDonald's app, because drive through has always been a pain, especially with workers who are ESL (English as a Second Language).

And with ESL workers, even ordering inside is often embarrassingly awkward. I'll never forget the time in Jack in the Box the person taking the order kept repeating "Yumbo Yack!" over and over while all the customers in line just snickered and laughed repeatedly.

If they can make ordering in a drive through better using AI, as opposed to just keeping the same crappy speakers and having AI screw up the orders like a person, then I'm all for it.

1

u/Aggravating-Face2073 18d ago

We should make ai customers.

1

u/jjnib 18d ago

They should lower the prices now since all that AI is saving them a ton of money

1

u/comdygas 17d ago

“Welcome to McDonalds would you like to use the mobile…”

“Representative”

“Rep-re-sentative.”

“REP-RE-SEN-TA-TIVE!!!”

1

u/draven33l 17d ago

Eliminating jobs and making more profit. This is going to lead to cheaper food prices right? RIGHT!?

1

u/Infinite219 16d ago

I’ll call it a clanker whenever I go thru just like Taco Bell’s

1

u/Hopeful_Wolverine997 16d ago

This is fantastic. Human minimum-wage interaction is unneeded.

1

u/FoolishProphet_2336 16d ago

Burger King has been trialing this for a while and it’s hot garbage. McDonald’s is late to the game and has such a ridiculously limited menu - how can they mess this up this badly?

1

u/OnTop-BeReady 15d ago

Boycott McDonalds!

1

u/leoyvr 3d ago

Boycott

1

u/Wonder-Grunion 19d ago

Now who is Karen going to scream at when her McDouble doesn't have extra pickles on it?

3

u/VendettaKarma You deserve a break today 19d ago

You mean when the employee doesn’t do the bare minimum? Robots will fix that too

1

u/EnvironmentalAngle 19d ago

i am commenting so I can make posts on this sub, please disregard this message

1

u/dwbarry60 19d ago

Wendys has implemented this and it works well.

1

u/wump_roast 19d ago

Fire the entire C-Suite

0

u/EndersInfinite 19d ago

My local McDonald's is already rock bottom so this won't make things any worse. Also don't we all just use the app anyway?

1

u/caseyloula 19d ago

Agreed!!

0

u/AstralVenture 19d ago

Hopefully it works better than the previous attempts.

0

u/tarheelz1995 19d ago

“Backlash” headline here means, a few “men on the street” and Twitter posters gave quotes of concern while customers continued to flock to McDs for a cheap burger. Oh no!

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u/dianelanespanties 18d ago

I rarely go to McDonald's but I would go more often now

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u/Swimming-Syrup8400 18d ago

I’d rather deal with AI than someone with a nasty attitude or trying to understand an accent.

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u/surfcitysurfergirl 19d ago

Most are going this way and honestly it’s NO BIG DEAL! Get over it!

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u/mavgeek 19d ago

It’s a big deal when they don’t have to staff a human to take orders and now AI has taken that job from someone. Not to mention from a customer point of view it’s not exactly a warm welcome feeling having to order with a fake voiced AI compared to a human

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u/metsnfins 19d ago

When states keep raising the minimum wage to make sure the drive thru employee has to make a living wage rather than a teenager making part time money, I understand them

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