AI’s Impact on Drive-Thru Experiences | Modern Restaurant Management | The Business of Eating & Restaurant Management News

In the fast-paced world of fast food, integrating Artificial Intelligence (AI) has been a topic of heated discussion, especially with giant brands adopting (...or, ahem, dropping) this new technology to enhance customer experience and operational efficiency.

According to a National Restaurant Association report, 16 percent of restaurant operators plan to invest in AI integration (including voice recognition) in 2024, and 60 percent are looking for technology to enhance customer experiences

However, the recent pivot by McDonald's to remove AI voice-ordering systems from over 100 drive-thrus has sparked broader discussions about AI's role in the fast food industry and its acceptance among consumers.

Intouch Insight recently surveyed more than 1,480 North American consumers to understand their views on restaurant technology, including voice and video AI tech in drive-thru. The findings suggest that consumers are gradually accepting interactions with AI, but its success…

Laura Livers

Laura Livers is Head of Strategic Growth for Intouch Insight. She is focused on using innovative methodologies to help brands deliver exceptional customer experiences. Livers believes in the power of data and is committed to empowering her clients to bring the voice of the customer into the boardroom. She has held a number of senior executive positions including CEO, President, and EVP with market research firms, and has managed seven of the top ten QSR chains’ national mystery shopping programs, including McDonald’s.

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Laura Livers