Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/114702
| DC Field | Value | Language |
|---|---|---|
| dc.creator | Fung, Clare | - |
| dc.creator | Lo, Ada | - |
| dc.identifier.uri | https://oer.lib.polyu.edu.hk/concern/works/j6731423d | - |
| dc.language.iso | eng | - |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.subject | McDonald's Corporation | - |
| dc.subject | Fast food restaurants -- Management | - |
| dc.subject | Drive-in restaurants -- Technological innovations | - |
| dc.subject | Artificial intelligence | - |
| dc.title | Voice-ordering Technology: A Case of McDonald’s AI Drive-thru | - |
| dc.type | Case Study | - |
| dc.type | OER | - |
| dcterms.abstract | In an effort to reduce labor costs, McDonald’s invested in AI-driven voice ordering for drive-thru service, starting with the acquisition of Apprente in 2019 and later partnering with IBM. Despite initial benefits and expanded trials at 100 US locations, the technology struggled with accuracy, accent interpretation, and integration with existing systems. Viral videos of incorrect orders and billing errors led to widespread criticism, prompting McDonald’s to shut down its AI drive-thru operations and end its partnership with IBM. However, McDonald’s remains optimistic about the future of voice ordering and will continue exploring automated solutions for drive-thru service. | - |
| dcterms.issued | 2025 | - |
| Appears in Collections: | Open Educational Resources | |
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