Fast Food Chains Embrace AI in Ordering Processes

Fast food companies are now investing in artificial intelligence to enhance their ordering systems. This move aims to minimize mistakes, quicken service times, and alleviate the workload for employees, as reported by various sources.

McDonald’s is actively revamping its drive-thru operations this year, implementing AI tools designed to boost both accuracy and efficiency. Brian Rice, the company’s chief information officer, has shared that working in their restaurants can be highly stressful. With customers at counters, in drive-thrus, as well as deliveries, the demands are significant for the staff.

“Technological solutions will reduce stress,” Rice explained further. One of the more notable innovations being rolled out at McDonald’s is an AI-powered “accuracy scale” meant to prevent order discrepancies.

The chain plans to weigh each order bag before handing it to customers. If the weight doesn’t match the anticipated total based on the items ordered, staff will receive a notification to verify the order. Additionally, McDonald’s is expanding its “Ready on delivery” program, using geofencing technology through its mobile app to enable kitchen teams to begin prepping orders ahead of time.

The company’s expansion efforts are focused on the US, Japan, and the UK.

Moreover, McDonald’s is reportedly revisiting plans to adopt AI-driven voice ordering and collaborating with Google Cloud to create a chatbot for customer ordering. This pilot program aims to reduce wait times and lessen employee strain amid broader staffing shortfalls seen in the food industry.

Many fast food establishments have struggled with labor shortages recently, facing challenges that industry reports describe as persistent.

In a parallel move, Papa John’s has introduced an AI voice and text ordering assistant powered by Google’s Gemini platform. This initiative makes Papa John’s the first restaurant brand to utilize Google’s new omnichannel ordering system, which integrates across various platforms, from apps to kiosks.

The AI tool is designed to assist customers with complex orders, recommending appropriate portion sizes while considering preferences and allergies. Kevin Basconi, Papa John’s chief digital and technology officer, noted that the AI aims to ease the ordering experience.

“For example, if you’re ordering pizza for a soccer team, the AI can help determine quantities and dietary needs,” Basconi mentioned. Initial tests of this new ordering system have shown encouraging results regarding order volume and customer satisfaction.

As Papa John’s embraces personalized AI interactions, the chain anticipates rolling out this system nationwide by late 2026. Meanwhile, McDonald’s has been contacted for further comments on their AI initiatives.