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Chatbots at the drive-thru are just the beginning

This article from The Verge explores the rise of AI chatbots in fast-food drive-thrus, starting with McDonald's in 2021. Despite initial enthusiasm, customer preference for human order-takers persists, leading some chains to reconsider. The technology is now expanding beyond ordering to include predictive maintenance, dynamic menus, and employee monitoring.

SourceThe Verge AIAuthor: Emma Roth
Chatbots at the drive-thru are just the beginning
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Under the source content permission, this page provides an editorial summary, key points, and a link to the original article.

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Key points

  • McDonald's first introduced AI drive-thru chatbots in 2021, partnering with IBM to scale.
  • Wendy's and Taco Bell adopted similar tech, but customer satisfaction remains low.
  • A 2025 survey found 55% of Americans prefer human order-takers; McDonald's ended its IBM partnership.
  • AI use is expanding to equipment prediction, dynamic menus, and employee evaluation.

Highlights and analysis are generated automatically and may contain errors. Check the original source.

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