MCDONALD’S is overhauling all 43,000 restaurants to cut wait times as one executive has admitted locations can be “very stressful.”
The fast-food giant is giving its restaurants an AI makeover in a bid to enhance customer and employee experience.
Starting with internet-connected kitchen equipment, artificial intelligence-enabled -drive-throughs and AI-powered tools for managers.
The target being to ensure order accuracy and help restaurants detect equipment issues before they fail.
Brian Rice, McDonald’s Chief Information Officer, told how workers face these issues repeatedly which can be “very stressful.”
He said: “Our restaurants, frankly, can be very stressful.
“We have customers at the counter, we have customers at our drive-through, couriers coming in for delivery, delivery at curbside.
“That’s a lot to deal with for our crew.”
He added: “Technology solutions will alleviate the stress.”
The restaurant hopes that better tech-enabled experiences will triumph in it growing its loyalty patrons from 175 million to 250 million by 2027.
To accomplish that, McDonald’s tapped Google Cloud in late 2023 to bring more computing power to each of its restaurants—enabling them to process and analyze data on-site.
The setup, known as edge computing, can be a faster, cheaper option than sending data to the cloud, especially in more far-flung locations with less reliable cloud connections.
Edge computing will enable applications like predicting when kitchen equipment is likely to break down
The burger chain said its suppliers have begun installing sensors on kitchen equipment that will give data to the edge computing system and allow franchisees a “real-time” view into how their restaurants are operating.
AI can then analyze that data for early signs of a maintenance problem.
McDonald’s is also exploring the use of computer vision, the form of AI behind facial recognition, in store-mounted cameras to determine whether orders are accurate before they’re handed to customers.
Additionally, the ability to tap edge computing will power voice AI at the drive-through, a capability McDonald’s is also working with Google’s cloud-computing arm to explore.
The company has been experimenting with voice-activated drive-throughs and robotic deep fryers since 2019.
But ended its partnership with International Business Machines to test automated order-taking at the drive-through in 2024.
Edge computing will also help McDonald’s restaurant managers oversee their in-store operations.
Rice also dropped the bombshell that the burger giant is looking to create a “generative AI virtual manager.”
Its job will be to carry out administrative tasks such as shift scheduling on managers’ behalf.
Source : https://www.the-sun.com/money/13705108/mcdonalds-restaurants-wait-times-locations/