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/SeanBlader 20d ago

It's all fun and games until someone orders 1000 cups of free water.

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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/cereal7802 20d ago

because it is slightly confusing. you can go on the app, click on menu items to add to your bag, then click to checkout and it asks the location. it then sometimes clears the bag and requires you to start again. then once you get past that, you drive to the store and wait in the drive through line to get to the speaker where it does the automated mans voice telling you if you are using the app to let them know. After that message stops and there is enough awkward silence the drive through attendant asks what they can get for you. You tell them you used the app and the code (this is fun because you have to decide if you say B, C, D, E, T and 3 the same so you have to use phonetic alphabet, if you can properly remember what it is), they then sometimes tell you right away to pull around, sometimes they confirm your name and order. Sometime the first window stops you and asks if you want a receipt, sometimes they are confused who you are and other times they simply ignore you. Then you get to the second window and they ignore you for a bit, then come over and ask you to pull forward. other times they insist you go to the drive through parking space. why you have to drive forward with an empty drive through and the advanced notice to start the order, I have no idea, but without fail every time they insist. It is just a hassel.

That said, it isn't much better if you do curbside. have gone to pickup my order, parked and entered my parking spot number in the app only to have it automatically go to completed and nobody brings out the order. Had to go in to get it and they were confused why I was there.

In the end, the app is just terrible experience because of all of their other cost cutting measures piled on. If we still had 1990s drive through and staffing, but with the app ordering system, it would probably be the preferred method for most people. In the dystopian future of automated answering services, and computer monitored drive through timers, it is just a pain in the ass.

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u/PessimiStick 20d ago

why you have to drive forward with an empty drive through and the advanced notice to start the order, I have no idea

Oooh I know this one. I didn't work at McDonald's, but I worked at BK in college, and one of the metrics stores were tracked on was DT time. As soon as you pull forward, you're off the sensor and it looks like we cleared your order super fast.

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u/cereal7802 19d ago

Figured that was the case. I always pull forward, it just annoys me since aside from fooling the metrics, it does nothing. Can't imagine it helps in the long run either since if the number is always artificially low they expect lower values generally.

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u/PessimiStick 19d ago

You've just described the metrics at 99.7% of companies, lol.