{
    "success": true,
    "data": {
        "id": 1757999,
        "msgid": "is-ai-starting-to-replace-fast-food-drive-thru-staff-1779542055",
        "date": "2026-05-22 16:35:00",
        "title": "Is AI Starting to Replace Fast-Food Drive-Thru Staff?",
        "author": "Soffya Ranti",
        "source": "KOMPAS",
        "tags": "",
        "topic": "Technology",
        "summary": "The piece looks at how fast-food chains, led by McDonald\u2019s, are piloting AI-powered drive-thru ordering to cut wait times, with Apprente and IBM named among the technologies involved. It suggests that, while such systems could boost efficiency across retail, they still suffer issues like misheard orders and difficulties handling customised requests. These challenges raise questions about how far automation will go in customer service.",
        "content": "<p>The fast-food industry is gradually automating one of the most\ncrucial customer service touchpoints: the drive-thru.<\/p>\n<p>This trend began with McDonald\u2019s in 2021, when the American fast-food\ngiant became one of the first networks to deploy artificial intelligence\n(AI) driven voice ordering technology to serve customers at the\ndrive-thru.<\/p>\n<p>At the time, McDonald\u2019s was testing the voice-based ordering\ntechnology in ten of its restaurants located in Chicago.<\/p>\n<p>Now, similar steps are being followed by competitors such as Wendy\u2019s,\nwhich are racing to roll out AI-based voice assistants across their\nentire network of outlets.<\/p>\n<p>So, will AI truly replace the role of drive-thru staff at fast-food\nrestaurants? Here is a fuller overview, summarised from The Verge.<\/p>\n<p>The technology used in the initial trials came from Apprente, a voice\ntechnology startup that McDonald\u2019s acquired in 2019.<\/p>\n<p>Apprente is known for specialising in conversational AI for\nquick-service restaurants, where speed and accuracy are paramount.<\/p>\n<p>In refining the system, McDonald\u2019s subsequently partnered with IBM to\naddress the challenges of a drive-thru environment full of noise.<\/p>\n<p>Ordering at the drive-thru is a demanding environment for voice\nrecognition systems.<\/p>\n<p>The system must contend with engine noise, a variety of customer\naccents, children\u2019s voices from the back seat, and customers who alter\ntheir orders mid-conversation.<\/p>\n<p>If AI can operate effectively in such challenging environments,\nsimilar technology has the potential to be deployed across almost all\nretail sectors.<\/p>\n<p>Wendy\u2019s has become one of the most aggressive rivals following\nMcDonald\u2019s lead.<\/p>\n<p>For quick-service restaurant chains operating on razor-thin margins,\nshaving 30 seconds off order times can have a sizeable impact on\nrevenues.<\/p>\n<p>An AI system that can operate around the clock and handle multiple\norders simultaneously is an attractive option for business\noperators.<\/p>\n<p>Nevertheless, the technology still has a number of drawbacks.<\/p>\n<p>Some reports from customers and staff reveal common AI weaknesses,\nsuch as orders being misheard and confusion when handling customised\nrequests.<\/p>\n<p>A viral video even showed McDonald\u2019s AI repeatedly adding items to a\ncustomer\u2019s order, despite the customer\u2019s protests.<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/is-ai-starting-to-replace-fast-food-drive-thru-staff-1779542055",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}