Huge change at KFC as the chain introduces AI chatbots at drive-thru restaurants in Australia

KFC is currently testing artificial intelligence (AI) chatbots at five drive-thru restaurants in Greater Sydney.

The latest technology is being used on a trial basis to allow customers to communicate, but customers who order through the drive-thru can also request to speak to an employee.

A spokesperson for KFC Australia told FEMAIL the decision was made to ‘enhance the restaurant experience for both customers and our team members’.

The fast food giant is trialling the ‘voice ordering technology’ in South Penrith, Frenchs Forest, Wetherill Park, Minto and Mt Druitt.

The trial had no impact on employment at these locations.

“The new technology has been embraced by team members as it gives them more time to prepare food and deliver a great experience for our customers. Importantly, this trial is not replacing any jobs,” the KFC Australia spokesperson said.

‘If customers prefer to speak to an employee at the drive-thru, that is always possible.

“As we continue to test and refine this new technology, we value customer feedback.”

Earlier this month, McDonald’s decided to eliminate AI chatbots from its drive-thrus in the US after problems with the technology went viral.

The company is ending the program, which has been tested for two years, and will remove the controversial technology from more than 100 locations where it has been used.

The fast food giant partnered with tech company IBM in 2021 to pilot the program, but it will now phase it out “by July 26,” Restaurant Business reported.

McDonald’s told the publication that the goal of the test was to determine whether automated voice ordering could speed up service, simplify operations and create a better experience for customers.

However, fast food fans have reported numerous times that their orders at the drive-thru go wrong because the AI ​​chatbot adds unwanted items or fails to understand simple requests.