McDonald’s is trialling AI order-taking at a drive-thru restaurant in Sydney’s west, in what it says is an Australian first for the fast-food chain.
The system is being tested at the company’s Schofields restaurant, where customers are greeted by a digital voice rather than a crew member. “Hello, I’m an AI assistant helping the crew,” it tells customers as they arrive at the ordering point.
The trial is taking place on and off, mainly during overnight shifts, with the technology intended to streamline the drive-thru ordering process.
David McMullen, McDonald’s chief restaurant officer, said: “The software is designed to ultimately streamline the ordering process for our customers in drive-thru.”
However, the system has not operated without difficulties. During one order, a customer attempted to change a Coke to a Sprite, requiring a human crew member to intervene and complete the transaction.
McDonald’s said Australia is only the second market after the United States where it has trialled the system. Over the coming weeks, the technology will be trained to recognise different menu items and accents.
Mr McMullen said the trial was not intended to replace staff. “This is absolutely not about taking anyone’s jobs. This is about helping our crew, not about replacing them,” he said.
Kim Carroll, the Schofields restaurant manager, said the system could allow staff to concentrate on other responsibilities, including customer service, cleaning and preparing drinks.
Customers who prefer to speak to a person can ask for a human crew member during the trial.
McDonald’s is not the only fast-food chain in Australia testing AI. Hungry Jack’s has been using a system called Jacki at five locations since last year, where it takes orders and suggests additional items. KFC also experimented with an AI system called Kacy in 2024.
