How McDonald’s is Using AI to Boost Efficiency and Workflows

McDonald’s is introducing AI and other technologies to 43,000 restaurants to help identify equipment problems and improve order accuracy, customer satisfaction and employee productivity. 

Last month, the company’s CEO Chris Kempczinski took to Instagram to share three trends he expects to dominate fast-food restaurants this year. 

One is artificial intelligence. “Everybody’s talking about AI,” says Chris, explaining how the technology has ‘a number of applications’ across McDonald’s. 

“We’ve got a number of teams looking at how we can use AI to deliver an even better experience for our customers and for our crew members,” he adds.

This week, the McDonald’s CIO Brian Rice gave more details about how the business intends to adopt AI, telling the Wall Street Journal about plans for AI-powered tools for managers, edge-connected kitchen equipment and how it is targeting greater accuracy.

Improving productivity

Brian said using AI will drive better experiences for customers and improve productivity. It will also improve workflows for employees contending with challenges such as wrong orders and broken equipment. 

“Our restaurants, frankly, can be very stressful,” he told the Journal. “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,” said Brian. “Technology solutions will alleviate the stress.”

Behind the counter, McDonald’s plans to use AI to tackle many of the challenges faced in-store. 

This includes fitting kitchen equipment such as fryers and its McFlurry ice cream machines with sensors to enable predictive maintenance and alert staff to signs of excessive wear.

The technology will ensure supplies are effectively monitored and updated, and give franchisees a real-time view of restaurant operations. AI can monitor and act on this data to improve efficiency and productivity. 

“If we can proactively address those issues before they occur, that’s going to mean smoother operations in the future,” Brian told the Journal.

AI-powered customer experiences

Brian also discussed how the company will improve customer experience by introducing voice AI at its drive throughs and kiosks. 

The company has previously experimented with voice-activated technology through a partnership with IBM that began in 2021.

The work, which included testing automated order taking (AOT) at its drive-throughs, was ultimately ended in 2024 after the technology caused several mistakes including adding nine sweet teas to one customer’s order and offering another bacon-topped ice cream.

Now, McDonald’s is exploring the use of computer vision, the AI that underpins facial recognition technology, Brian said. This will use in-store cameras to determine whether orders are correct before they are given to customers. 

Brian also hinted at how the restaurant is looking to create a “generative AI virtual manager” that will take on administrative tasks to ease the burden on store managers. 

Collaboration with Google Cloud

Edge computing, which McDonald’s has deployed across thousands of its restaurants, will enable many of the applications. 

The company has been working on edge adoption since 2023 in partnership with Google Cloud. Under the agreement, McDonald’s uses Google’s hardware, data and AI technologies to implement innovation faster, and improve customer and employee experience. 

This includes rolling out technology to restaurant and customer platforms, including the company’s mobile app and self-serve kiosks. 

Leveraging Google Cloud’s high-powered edge computing allows McDonald’s to have greater insight over operations, reduce business disruption and mitigate complexity. 

Announcing the agreement in December 2023, Google Cloud CEO Thomas Kurian said: “Through this wide-ranging partnership, Google Cloud will help McDonald’s seize on new opportunities to transform its business and customer experiences, empowering restaurants worldwide with the latest technologies for near-term impact.

“Pairing the iconic brand, size and scale of McDonald’s with Google Cloud’s deep history in AI and technology innovation will redefine how this industry works and what people expect when they dine out.”

Transforming the fast-food industry

Brian told the Journal that edge computing can be a faster, cheaper option than sending data to the cloud, particularly when operating in locations with less reliable cloud connections. 

McDonald’s isn’t the only fast-food chain experimenting with AI. In early March, Yum Brands, the parent company of KFC, Taco Bell and Pizza Hut, announced it is investing US$1bn in digital and technology, including AI. 

At a recent investor event, executives from Yum Brands and Taco Bell showcased their ‘Byte by Yum’ AI-powered tools for restaurant managers, including an AI ‘coach’ that advises managers on operational efficiencies. 

Around 500 Taco Bell locations in the US now use AI-driven voice technology to handle drive-through orders, a significant increase from 100 locations in mid-2024. 

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