McDonald’s is trialling artificial intelligence at an Australian restaurant for the first time, with the technology taking orders at a drive-thru in Sydney’s west.
The fast-food giant is testing the AI system at its Schofields restaurant, where customers are being greeted by a digital voice instead of a human crew member.
“Hello, I’m an AI assistant helping the crew,” the system tells customers as they pull up to order.
The technology is designed to streamline the ordering process, being tested on and off mainly during overnight shifts.
“The software is designed to ultimately streamline the ordering process for our customers in drive-thru,” McDonald’s Chief Restaurant Officer David McMullen said.
But the system isn’t yet. When trying to change a Coke to a Sprite mid-order, a human crew member had to step in to complete the transaction.
Australia is only the second market after the United States where McDonald’s is trying the system. Over coming weeks, it will learn to recognise different menu items and accents.
McMullen insisted the technology won’t replace workers. “This is absolutely not about taking anyone’s jobs. This is about helping our crew, not about replacing them.”
Schofields Restaurant Manager Kim Carroll said it would free up staff for other tasks. “Free up some time to focus more on the customer experience and do cleaning tasks, focus more on making beverages.”
McDonald’s isn’t alone in embracing AI. Hungry Jack’s has been using an AI system called Jacki at five locations since last year, which takes orders and upsells items.
“How about a chicken royale for just $3.75?” the Hungry Jack’s AI suggests to customers.
KFC also experimented with an AI system called Kacy in 2024.
McDonald’s says customers who prefer human interaction can ask to speak to a person during the trial.