AUSTRALIA | McDonald's has begun trialling AI-powered Drive Thru ordering technology at McDonald’s Schofields in Sydney, as part of its commitment to supporting restaurant teams and enhancing the customer experience.
Designed to streamline Drive Thru order taking, the technology lets the staff spend more time preparing and serving great-tasting food, creating a welcoming environment, supporting customers, and ensuring order accuracy.
Australia is the second McDonald’s market globally to trial the technology after the United States, reflecting the important role Australian restaurants continue to play in testing and evaluating new innovations.
David McMullen, Chief Restaurant Officer, McDonald’s Australia, said the crew are at the heart of the restaurant experience and do an incredible job every day creating the moments that keep our customers coming back to Macca’s.
This trial aims to understand how technology can best support the crew and help them focus on delivering great customer experiences.
“The Drive Thru is one of the busiest areas of our restaurants. By helping to streamline parts of the ordering process, we can create more flexibility for restaurant teams to focus on great food, accurate orders and the friendly hospitality customers expect from Macca’s,” said McMullen.
“Our people remain at the centre of the customer experience, and technologies like this are designed to support crew, not replace the role they play in our restaurants. Customers can choose to speak with a crew member in Drive Thru if they prefer, and our team will always be available to assist when needed.”
Early feedback from the first test market has been encouraging, and local employees have shown strong engagement and excitement about trialling the technology.
“We’re looking forward to hearing directly from customers and crew as we continue to test, learn and use feedback to inform our next steps.”
As part of the trial, the technology will initially operate during specific parts of the day, allowing McDonald’s to gather feedback, monitor performance and identify further opportunities to enhance the Drive Thru experience.
McDonald’s Australia has a long history of testing and implementing technology to improve the restaurant experience, including self-order kiosks, MyMacca’s app and Mobile Order & Pay.
The AI-powered Drive Thru ordering trial is the latest example of how McDonald’s continues to explore innovation that can support crew and create an even better customer experience.
