Technology giant IBM is all set to roll out its natural language processing (NLP) software to several Mcdonald’s AI drive-thru chatbots.
This new addition will considerably help in improving the technological capabilities of the drive-thus and, therefore, provide a better experience to the customers.
Apart from McDonald’s AI drive-thru, in 2021, IBM added additional NLP tools to its Watson Discovery enterprise AI service.
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Rob Thomas, senior veep of Global Markets at IBM, said, “We can do all the drive-thru ordering without requiring human intervention, every once in a while, something will kick to the human.”
Last year in October, IBM announced its plans to acquire fast-food chain McDonald’s McD Tech Lab to develop new technologies to automate drive-thru lanes. After the acquisition, this new announcement is one of the most significant developments at McD Tech Lab.
According to the plan announced earlier, McD Tech Lab planned to develop Automated Order Taking (AOT) technology that would reduce the human involvement in the order processing division and also speed up order delivery time.
McDonald’s started testing automated order processing at several of its drive-thru outlets in Chicago in June 2021. According to the restaurant, it is witnessing roughly 85 percent order accuracy when employing voice-ordering technology. After the acquisition of McD Labs, it aimed to develop artificial intelligence technologies to revolutionize the fast-food industry.
“In my mind, IBM is the ideal partner for McDonald’s given their expertise in building AI-powered customer care solutions and voice recognition,” said CEO of McDonald’s, Chris Kempczinski, regarding the acquisition.