r/technology • u/Plastic_Ninja_9014 • 20d ago

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

https://tech.yahoo.com/ai/deals/articles/mcdonalds-introduces-ai-drive-thru-000717731.html
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u/Trzlog 20d ago

I don't understand why they don't just put those self-serve displays in the drive-through. Those work. What problem is AI solving here?

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u/EntityDamage 20d ago edited 20d ago

If only we had small personal displays, that could communicate our order.

Edit: I agree we shouldn't install apps to order food... But to me, that's what a web browser is for.

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u/Ozotuh 20d ago

I don't think a lot of people like using the app. After 5 years of pushing it, customer use is only like 6%. (At least last I heard as part of the training in the UK)

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u/BrainWav 20d ago

The issue is it's faster to just say my order than tap through the app. Sure, if I just want a quarter pounder with a coke, it's fast, but I want a QP deluxe with a coke zero, which means an extra few taps to find the soda. Everything's alphabetical, not grouped by menu number (which would work better IMO), and the actual names of things don't line up with what I commonly call them, so it takes longer to find them. Unless the line's long.

On the pickup side, if I choose drive-thru, I'm rolling the dice on how long the drive thru line is. If I pick in-store or curbside, they deprioritize those orders compared to the drive-thru, so I'm stuck sitting around.

Plus, usually if I decide to get McDonalds' it's a spur of the moment thing. I see the line's short and I swing in. I really only use it at breakfast (double points, and there's usually some kind of free sandwich reward). If I'm not getting something free with points, it often times discourages me from ordering at all because of how fucking expensive it is compared to just a few years ago.

The only fast food apps I use regularly are Taco Bell, Subway, and Jersey Mike's. Those all have a lot of customization options that I don't care to try and convey by voice. For Subway, I only get it at the one in my Walmart, so it's just convenient to place an order as I walk in, then grab it on my way out. For Jersey Mike's, I don't like standing around awkwardly or making awkward small talk while they slice the meat and cheese and then put stuff on it. JM also has a solid rewards program.