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McDonald's Unveils Major AI-Driven Tech Overhaul to Enhance Customer and Employee Experience

Updated: Apr 13


McDonald's logo symbolizing the major AI-driven tech overhaul enhancing customer service, employee experience, and operational efficiency | NewBits.ai

McDonald’s is overhauling its 43,000 restaurants with a significant technology upgrade, introducing internet-connected kitchen equipment, AI-driven drive-throughs, and AI-powered tools for managers. This initiative is aimed at enhancing both customer and employee experiences by addressing common issues such as malfunctioning equipment and incorrect orders.


The company is making these investments at a critical time, as its U.S. sales experienced a slowdown in January, reflecting broader challenges in the fast-food industry. McDonald’s is aiming to grow its loyalty program from 175 million to 250 million members by 2027, with the hope that improving technology will help strengthen customer engagement.


To support these changes, McDonald’s partnered with Google Cloud in late 2023 to enhance computing capabilities at its restaurants through edge computing. This approach enables faster and more cost-effective on-site data processing, especially in remote locations where cloud connectivity may be unreliable.


The new technology will allow McDonald’s to predict when kitchen equipment, such as fryers and McFlurry machines, is likely to break down. Sensors on the equipment will transmit data to the system, allowing real-time monitoring and AI analysis to identify potential maintenance issues before they occur. The company is also exploring the use of computer vision technology to check the accuracy of orders before they are handed to customers.


McDonald’s has been experimenting with voice-activated drive-throughs and robotic fryers since 2019, with plans to expand these technologies. The use of edge computing will also support voice AI at the drive-through, enhancing order efficiency. Additionally, McDonald’s is developing a generative AI virtual manager to handle tasks like shift scheduling, allowing human managers to focus on other responsibilities.


Although McDonald’s is a leader in implementing edge computing within the fast-food industry, it will face challenges in rolling out the technology across its various franchises and locations. However, the company’s extensive customer data gives it a significant advantage in fostering loyalty. By leveraging AI, McDonald’s can offer personalized promotions based on customers' purchase histories and even weather conditions, helping the company provide tailored offers, such as discounts on McFlurrys during hot weather.



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