Business

McDonald's announces massive change coming to drive-thrus

McDonald’s wants AI to run your drive-thru order, and this time, it thinks it’s ready. ©Image Credit: Unsplash / Daniel Mok

A few years ago, McDonald's tried letting AI take drive-thru orders. It did not particularly go well. Customers reported missing items, mystery additions, and some famously chaotic orders that quickly became internet entertainment.

Now, McDonald's is giving AI another shot. At its McDonald's Worldwide Convention this week, the food chain unveiled a new AI-powered operating system called ArchIQ. The system is part of a broader strategy aimed at modernizing how restaurants operate, from ordering and kitchen workflows to management and customer service.

At the center of it all is an AI assistant called Archy. Unlike the company's previous chatbot experiment, Archy is not just designed to take orders. McDonald's says it can also help restaurant managers identify bottlenecks, flag operational issues, and improve efficiency throughout the store.

One of the demonstrations shown during the event featured Archy taking orders in both English and Spanish.

This is McDonald's second attempt at AI ordering

Back in 2021, McDonald's partnered with IBM to test AI-powered ordering at more than 100 restaurants. The goal was to speed up drive-thrus and reduce mistakes. Instead, the system developed a reputation for doing the exact opposite. Customers shared stories of incorrect orders and bizarre item additions, leading McDonald's to end the partnership in 2024.

The company never abandoned AI entirely, though. Instead, it kept looking for a different approach. Now it is partnering with Google to power the next version.

ArchIQ is already being tested

According to information shared during the convention, five McDonald's locations are currently testing the new system. The company has not revealed where those restaurants are located. What it has revealed is a surprisingly ambitious rollout plan.

According to McDonald's, Google Edge Cloud hardware is being installed across U.S. restaurants in preparation for broader adoption. The company also claims the system has already processed more than one million transactions, with roughly 90% completed without needing a human employee to step in.

The upgrade isn't ending at the drive-thru

The announcement was part of a larger initiative called McDonald's Next, which focuses on rethinking nearly every part of the business. The company also showcased new restaurant designs, updated ordering touchpoints, enhanced PlayPlaces, and new menu concepts currently being tested.

Among the products reportedly teased were hand-breaded McCrispy chicken items, specialty cold brew drinks, and protein-focused coffee beverages. Through all these, the AI rollout was easily the biggest headline.

Source: Allrecipes

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