Automation and AI are the most notable keywords associated with digital transformation in general, and today, we’re going to look at how McDonald’s uses these technologies to deliver a never-ending range of improvements to customer experience in their restaurants.
About a year ago, the company decided to enhance its offerings by implementing kiosk ordering, delivery, and accelerating deployments, as a result, their sales growth rose by 5.5 per cent in 2017. All this is thanks to modern technologies such as cloud computing, AI, and machine learning.
In concrete terms, they are using natural language requests and bot agents to repair infrastructure at a much faster rate and reduce downtime in the kitchen.
John Eagle, the man who’s responsible for making technology and architecture improvements at McDonald’s, is looking to make the following AI improvements:
– Process automation
– Eliminating points of failure
– Cloud architecture for point of sale terminals
– Improving process efficiency
– Backend systems analytics
– Connecting mobile and eCommerce apps
– Improving availability
According to him, customer experience is seeing great improvements just by providing a good crew experience. Simply put, by implementing the needed technology that will give the employees more time to focus on the customers, so they won’t have to spend as much time on broken machinery), the customer experience can be improved as a direct result of it. He also noted that McDonald’s is in the beginning stages of implementing automation.