Drive-Thrus, AI … and Empathy

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In 2019, McDonald’s acquired the startup Apprente, which specializes in voice ordering, and created McD Tech Lab. This meant ordering via bot vs. human, reducing staffing needs and during the pandemic, used by some fast-food chains to reduce employee-to-customer interaction. There is a significant shift to digital, with 20% of orders in McD’s 6 top…

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