Key Takeaway
AI is transforming McDonald’s operations beyond customer service by implementing sensors in kitchen appliances like fryers and McFlurry machines for predictive maintenance. This proactive approach aims to prevent equipment failures, ensuring smoother operations. In customer service, McDonald’s is integrating voice AI technology in drive-throughs and kiosks, building on previous collaborations with IBM despite past challenges. The company is also exploring computer vision to verify order accuracy using in-store cameras. Additionally, McDonald’s is considering a “generative AI virtual manager” to handle administrative tasks, reducing the workload for store managers and enhancing overall efficiency.
AI’s role goes beyond customer service; it is poised to transform McDonald’s maintenance and operational efficiencies as well.
The chain intends to equip essential kitchen appliances, such as fryers and McFlurry machines, with sensors.
These AI-powered sensors are designed to enable predictive maintenance and alert staff about potential equipment failures, allowing for proactive issue management before they affect operations.
“If we can proactively address those issues before they occur, it will lead to smoother operations in the future,” Brian explains.
How AI is changing customer service
The initiative to enhance customer service through AI is a key component of McDonald’s strategy.
The company is investigating the integration of voice AI technology in its drive-throughs and kiosks. A previous collaboration with IBM tested automated order-taking systems at drive-through locations, although these tests faced several challenges.
Now, with a renewed focus on accuracy and reliability, McDonald’s is exploring computer vision capabilities.
Computer vision will utilize in-store cameras to confirm the accuracy of orders before they are delivered to customers.
Brian also suggested that the company is aiming to develop a “generative AI virtual manager” to handle administrative tasks, thereby reducing the workload for store managers.
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